United Kingdom

UX Design

Design Operations

Service Design

Product Design

Customer Experience (CX)

Generalist Product Management

UX Research

Service Design Research

Business Transformation

Henley Partnership

BA (Hons)

Imran Younis

Global Head of Service Design and CX

Public Speaking

Product strategy

Prototyping

Qualitative research

Problem-solving

Empathy

Team player

Presentation skills

Stakeholder management

Leadership

Project management

Chatbot

Conversion optimisation

Design systems

Human computer interaction

Information architecture

User research

Figma

Miro

Introduce yourself, define mentoring expectations and goals. Learn and grow together.

General mentorship

Tips for transitioning into a new role or company.

Changing roles

How to successfully prepare and position yourself for a job promotion?

How to get promoted

Get actionable feedback on your resume or portfolio.

Resume and portfolio review

Practice HR, technical and behavioural interviews with mentors.

Practice mock interviews

How to set up the team for success by defining and measuring team's performance.

Choosing metrics and team goals

Best practices for running productive design critiques.

Running effective design critiques

How to define and execute a successful launch and managing stakeholders expectations. (eg. MVP)

Launching new products or features

Methods of prototyping and solution validation. When to use which kind of prototype (eg. Webflow, Notion, etc)

Prototyping methods and tips

Manage team expectations and get the most out of your meetings.

Running effective meetings

Identify and define potential product problems and generating possible solutions.

Identifying problems vs solutions

Learn how to properly present your work and share ideas and opinions.

Presenting your work with impact

Tips on how to work and collaborate with designers.

Working with designers

How to work with team members with different skill sets but towards a common goal?

Working cross-functionally

Methods and models of exploring, deciding and delivering design.

Building a design process

Managing being the only designer at your company and working with non-designers.

Being the only designer

Explore different generative and evaluative research techniques. User research synthesis and presentation.

Conducting good user research

Ways and resources to improve your design skills.

Improving design skills

Navigating the working relationship with PM's and engineers as a designer.

Working with product and engineering

How to set up product analytics and metrics to track success?

Leveraging Product Analytics

How to create personas, and leverage them in design.

Creating and leveraging user personas

Ways to provide constructive feedback to team members.

Giving effective feedback

How to define an ambitious product vision and how to best communicate it to stakeholders?

Creating a product vision

Tips on how to work and collaborate with engineers and developers.

Working with engineers

What is a successful user onboarding flow and how to achieve it?

Onboarding new users

Best practices for documenting projects, epics, and stories

Writing product requirement documents

How to conduct interviews, what to ask, and how to analyze your results? (eg. user interview)

Conducting effective customer interviews

Part of the Global Product and Customer Experience senior leadership team. Building a global service design capability within a rapidly growing multinational professional services and digital transformation company. Serving clients in the NAM and EMEA region.

Led multi-project tracks within a global Fortune 500 to focus on delivering capabilities and improving operational processes, enabled unified user-centric service on every channel using SAP C4C (Cloud for Customer) platform to elevate digital CX/EX (customer/employee experience)

- Facilitation of stakeholders across multiple regions/time zone to frame/validate the problem space.
- Implemented an innovative roadmap and embedded design-thinking and iterative development
- Analysed as-is processes to produce short/mid/long-term future to-be service blueprints and user journeys.
- Research/design next-gen intelligent scheduling platform, self-serve customer capabilities, and smart-tech AR/VR for Online Technical Support agents to diagnose remotely. 
- Launched omnichannel communication strategy to create a seamless experience via Ai-bot, chat, mail and phone.
- Optimised Case Management workflows to create a single platform for all teams and unified 360° visibility of customer's journey

Driven the strategic direction for a 50-year-old business to modernise its business operations and reduce inefficiencies and identify opportunities based on evidence-based research/needs

- Taking the pedagogy approach to learning and equipping academics and students with new tools.
- Help save the university £20 million on course planning production to reduce time-to-market.
- Analyse their entire business process to produce a short, mid and long-term strategy. 
- Designing new operational processes and efficiencies using blockchain, automation, IoE/IoT, and robotics.

Setting and managing a global procurement strategy covering over $6bn spend for WPP (FTSE100) - the World’s largest advertising company, redesigning a sustainable, ethical and diverse supply chain.

- A five-year strategic programme to optimise and modernise the WPP supply network across WPP 800+ operating companies.
- Introduced a new buying operating model design and committed to becoming net-zero by 2030.
- Manage/consolidate 80k suppliers across WPP, which will simplify and enhance the end-users buying experience and reduce supplier footprint. 
- Based on a view of 15 markets’ indirect spend of $2.8b, the real opportunity to be ~$81-$126 million potential annualised savings by 2025.

The Schools’ buying strategy sought to help the UK schools save £1billion on their non-staff spending. Reduced the transactional costs of delivering user-centric services by decreasing manual interventions and having easy-to-access, multichannel and self-service options.  

- Analyse each spending category to generate high savings in catering contracts avg. saving £98.5k per case and £3.8m annually.
- Provided a cost-effective, compliant self-service digital portal to empower schools to make effective buying decisions reducing their overheads and costs. 
- Managed multidisciplinary team to guide and help schools to plan their procurement better, decrease expenses and increase new service update 
- Implemented a demand and capacity management tool to scale the service across all schools to reduce pressure and operational overhead to meet Government Spend KPIs

Leading the new product and services design for Vanquis Bank banking app. Shape MVP/MMP roadmap to reduce manual intervention and increased self-service automation.

Transformation programme for the Department for Work and Pensions (DWP) Debt Management Service/s. Defined a viable service in Discovery and visualised potential outcomes for alpha. 

Facilitated design sprint to frame the problem, user needs and improvements. Provided guidance/direction on savings/efficiencies/value across Agent workflow across the DWP Debt & Management Programme of work.

A partnership to deliver the UK’s first fully integrated digital transformation of care processes, known as the Digital Control Centre. Implementing AI (artificial intelligence) and ML (machine learning) to improve end to end patient flow, capacity and demand, operational excellence and continuous improvements.

Transformed how DWP provides a human-centric experience at the Jobcentre and reduces inefficiencies. The original service didn’t meet user needs and used technology that couldn’t be updated to reflect the new legislation. 

• Applied design-thinking to craft an effective end-to-end process at Jobcentres, which will equip agents to provide tailored support for Jobseekers. 
• Identified problems and change opportunities in policy to meet users’ needs.
• By embedding design thinking, DWP invested an effective, credible service.
• Improved touchpoints across Jobcentre and Contact & Service Centres. 

We modernised the service to meet user needs, enabling several legacy systems' decommissioning. We reduced the lengthy application form from 1900 questions down to 80. This will enable DWP to save an anticipated £5m pa.

Managed and delivered multiple Discovery pieces before the financial year-end. Produced artefacts that allow NHS patients to self-serve and take control of their health care. Empowered patients to see and order repeat prescriptions (800million) 

• Strategised new services for the NHS App which will provide a simple, secure and straightforward way for people to access a range of services on their smartphone and tablet.

• Design a simple and easy prescription tracking experience balancing user needs and technical constraints

• Helped 7.5k GP practices reduce repeat paper prescriptions through design a research  

• Removed inefficiencies at order, cancel and collection stages. By allowing patients to self-serve and decrease their pick-up times.

https://www.imranyounis.com

Help c-suites gain a competitive advantage as they embark on their business and digital transformation. 
- A recognised influencer with a proven ability to drive organisational change, blending a high-impact, results-based approach. 
- Design tangible and actionable business and digital strategies in various markets globally to support the organisation's vision and mission, underpinned by governance and best practices to mitigate digital delivery and technology risk. 
- A recognised thought leader and tenacious individual, work collaboratively alongside Senior Leadership and interdisciplinary and multidisciplinary teams to guide, mentor and deliver a seamless customer-oriented strategy. 
- Introduced research, build, test and deployment frameworks to accelerate and assist organisations in digitalising existing and new business models and value propositions. 
- Established long-term partnerships with third parties and vendors to help disrupt, compete, grow and accelerate innovation and the ability to craft strategic visions and pioneering experiences, allowing for M&As and IPOs. 
- Seamlessly took corporations through an executable roadmap and delivered repeated results to create award-winning products and services for world-class brands and agencies.
- Supported organisations to adapt to paradigm shifts in consumer behaviour and disruptive innovation —turned organisations' complex and abstract problems into opportunities and maliciously focused on customer-centricity and data-driven design to achieve product/market fit.

Imran Younis🇬🇧