2022 – 2026
Head of Community — Trust & Safety, Support & Platform Operations
Welocalize / Welo Data — London
Built and led the team of 25+ covering trust & safety, support & onboarding, community, and platform operations for a global crowd of thousands of AI trainers and raters serving Tier 1 tech clients including Google, Microsoft, and Amazon.
- Co-created NIMO, Welo Data's fraud & identity infrastructure: automated fraud-signal detection and removal, KYC/ID and Tax ID verification, and brand protection — 1M+ signals processed annually, >97% of detection automated, 55k+ fraudulent actors removed, 90% of fraud stopped before production
- Commissioned external red-team and penetration exercises (no critical vulnerabilities found); supported a Digital Trust & Safety Partnership audit; passed multiple ISO and client audits with no major findings
- Created the safety framework for serious escalations — legal threats, real-world harm, suicide risk — plus sensitive-content policy and sanctions monitoring; automated GDPR erasure handling with DPO and legal counsel
- Integrated LLMs and RPA into recruitment, ticket routing, and reporting — reclaiming 1,000+ hours of productivity per month; doubled onboarding volumes twice at >96% CSAT and sub-5-hour resolution
2018 – 2022
Director of User Retention & Experience
YouGov — London
Owned the experience and retention of YouGov's market differentiator: a global research panel grown to 8M members across 38 countries during my tenure (11M+ today).
- Designed fraud-detection surveys and drove the first-30-day removal KPI to keep fraudulent and automated panellists out of the panel
- Lifecycle campaigns that cumulatively re-activated 3M lapsed panellists
- Built a support centre of excellence covering 19 languages, handling tens of thousands of contacts monthly
- Rolled out global NPS and effort-score programmes; partnered with Product on a unified global app rebuild
2012 – 2018
Head of Community
giffgaff — London
Grew the volunteer-member community of the UK's "run by you" mobile network into a fully peer-run model, leading a team of 16.
- 100% of first-contact front-line support handled by volunteer members
- Created labs.giffgaff.com (community ideation into the product roadmap) and experts.giffgaff.com (P2P e-learning)
- Designed the super-user programme: tiered gamification, rewards, and recognition; reported community results to the C-suite
- Ran live events from CMX London 2015 to a 24-hour charity gaming livestream
2011 – 2012
Community Manager
Jagex (RuneScape) — Cambridge
Primary owner of community, support, and safety for the North American player base of RuneScape — 250M+ registered players. Handled serious trust & safety escalations directly with UK and foreign police, and safeguarded a player base including children and teenagers.
Until 2011
Certification Project Manager
Electronic Arts — UK & Spain
Led 1st party (Microsoft, Sony, Nintendo) certification and compliance for AAA franchises including FIFA, The Sims, Harry Potter, Mass Effect, and Battlefield — the final stamp of quality before release.