About Nicolas
I am an Experience & Service Design Director with an MSc Human-Computer Interaction & Ergonomics and over two decades of commercial expertise designing products and services with in-house product teams, software companies, and digital agencies.
My work spans consumer-facing service and digital products in banking, online retail, travel, logistics, Government Digital Services, B2B, and complex engineering SaaS.
I apply data-driven insights and a customer-centric approach to design experiences that drive business impact. Working closely with senior stakeholders, I translate strategic objectives into measurable outcomes, ensuring both customer and organisational success.
Expertise:
-> Research: Qualitative and quantitative research, GDPR and ethical compliance
-> Product Strategy: Value proposition development, KPOs definition, impact mapping, roadmap planning
-> Design: Service blueprint, scenario-based design, user journeys, wireframes,
pattern libraries & design systems, interactive prototyping, incorporating compliance requirements (KYC, AML, among others)
-> Evaluation/Conversion Rate Optimisation: Value proposition testing, heuristics, psychology experiment design, usability testing, MVT, and A/B testing
-> Delivery: Programme and project scoping, planning, and execution
-> People: Team management, recruitment, appraisals, coaching
-> Stakeholder Management: Engaging and managing senior stakeholders and C-suite executives to ensure alignment and strategic buy-in
-> Innovation: Sustainable design, generative & collaborative AI
French
Native or bilingual
English
Native or bilingual
Can work on-site
London (up to 20km)
Experience
- Gate OneService Design ConsultantCONSULTING AND AUDITSFebruary 2026 - May 2026 (3 months)Paris, FranceSynthesised multi-market qualitative research for a European rail project and converted the findings into a service blueprint, clarifying the end-to-end customer journey, surfacing key pain points and opportunities, and supporting service design decision-making.
- Great British Railway Transition TeamExperience Design ManagerPUBLIC SECTORSeptember 2025 - September 2025London, United Kingdom•Developing service design practices across FTR to shape simpler, fairer, and more inclusive ticketing experiences for rail passengers.•Leading customer journey mapping in Miro to integrate digital and physical services, ensuring consistency across channels and touchpoints.•Embedding accessibility and inclusivity principles into design frameworks, with a focus on limiting users and underserved passenger groups.•Facilitating cross-functional workshops to align commercial, technology, and policy stakeholders around customer needs and measurable outcomes.•Supporting strategic projects to reduce complexity in fares and ticketing, driving both customer satisfaction and operational efficiency.
- The Pharma Data Lab SACustomer Experience (CX & UX) SpecialistDIGITAL AND ITJuly 2025 - August 2025 (1 month)London, United Kingdom•Co-designed a new service catalogue & taxonomy with business analysts and tech teams for a global pharmaceutical company•Led stakeholder research (interviews, surveys, card-sorting) to capture user needs and pain points.•Produced UX goals, proof-of-concept, and final design vision presented to senior leadership.
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Education
- MSc Human-Computer Interaction & ErgonomicsUCL (London)2012
- Service DesignUAL London2017Design de Services
Certifications
- AI for designersInteraction Desing Foundation2025
- UX Management: strategy and tacticsInteraction Design Fondation2025