About
Bonjour, Sheila here!
I’m a lifelong learner, a lover of languages and cultures, and a firm believer in the power of human connection to shape better experiences.
Whether I’m exploring a new French phrase or a new idea at work, I approach life with curiosity and a desire to grow — and to help others do the same.
The Design Strategist in me
For over 20 years, I’ve been helping global organisations rethink how they serve their customers.
At Lloyds Bank, the UK’s largest consumer bank, I created the design strategy function and led projects that made everyday services simpler and more trustworthy for 27 million people. One highlight: redesigning the account opening process, which lifted customer satisfaction by 26% and sign-ups by 40%.
I’ve also worked with Accenture, PwC, and Capgemini, always bridging vision and delivery that create sustainable value for customers, brands and communities.
And the Writer and Thinker…
Writing is my way of making sense of complexity. In my “CX for AI” series, I share reflections on how design and technology can build trust, transparency, and inclusion — not by accident, but by intentional design.
My writing also opens doors to conversations with talented and generous professionals who are standing up for humans in the future of an AI-enabled society.
Beyond the page, I draw inspiration from music, literature, and storytelling — sources that fuel both my creativity and my leadership.
Let's connect!
Let’s connect! I’m always happy to exchange ideas on design, leadership, and the future of human experience.
Find me on Linkedin
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