Marion Ferrec

I lead research, experience strategy and service design in complex, regulated environments, where risk and governance matter. I turn insights into actionable decisions focused on outcomes. Recent work: • Research ops foundations: repositories, standards, delegation models — reducing bottlenecks, improving insights use and keeping teams learning after handovers • Sanofi R&D drug portfolio governance: led research (incl. ExCo) to standardise evaluation and augment decision-making with AI. • Interim CX leadership, operating model strategy and capability building • Enterprise GenAI: identified adoption barriers and levers, translated them into rollout requirements

Conversion and retention optimisation across diversifying plans and new à-la-carte products: • Clarified 60+ product, business and ops teams’ remits, processes, tools and systems, through organisational research and end-to-end blueprinting • Defined requirements for operationalisation: capabilities and programme management Ground-up rebuild of campaign configuration tooling, first release cut effort by 80% : • Shifted team scope and strategic focus, based on research into end-to-end campaign operations • Established capabilities that scale and address needs in a clear roadmap

I led varied high-profile projects for clients including Tesco, Public Health England, Amex Global Business Travel, E.ON, J.P.Morgan and Mastercard. • Leading client projects. Engaging cross-functional stakeholders. Upskilling project team members and overseeing their work. • Delivering user research from explorative all the way to newly launched products usability testing. Translating insights into action from service strategy to product recommendations. • Co-creating service improvements and new solutions for end-users and internal users. Designing the processes and capabilities required to deliver on them. Planning how to measure their outcomes. Journey mapping and blueprinting. • Managing agile and waterfall projects (scope, timelines, budget, expectations) • Developing project proposals, approaches and budgets • Line managing, hiring, growing and retaining talent

The anatomy of services, journey mapping and blueprinting

Working in a small design and technology innovation team, co-creating customer and colleague-facing products and initiatives with stakeholders across the bank. • Planning and delivering user Research, defining insights to take action on, developing solutions and UX strategy; continuously advocating for user-centricity. • Early AI experience: IBM Watson for private banking (2015) — one of the earliest applied AI product in financial services • Providing Design-led mentoring and support to startups part of Barclays Open Innovation programme. Facilitating collaboration with Barclays business units. • Designing and delivering Design-led Innovation workshops.

User research and UX of the blockchain-powered platform opening up information about products, their supply chain and ownership history.

User research and opportunity definition on engaging colleagues and customers with sustainability.