Cuckoo

Overview

Co-Founded Cuckoo to challenge the broken broadband industry—offering simple, fair, and fast internet with a human touch. Over the course of over 5 years, I led our Product, Marketing, Technology, Design, and Creative teams to shape every aspect of the customer experience—from acquisition through to loyalty.

Key achievements:

• Scaled from startup (3 founders) to national brand (100+ team): Built and led multidisciplinary teams to deliver growth-focused digital experiences across web, mobile, and platform.
• Integrated post-acquisition with Fern (Octopus): Only founder to remain in an executive role post-acquisition. Maintained product integrity while scaling into new platforms and customer bases following merger with Fern's 4 other ISPs.
• Led brand and product: Delivered a bold new identity and industry-leading user experience that drove high conversion, reduced churn, and set a new benchmark for simplicity in telecoms.
• Transformed customer onboarding and support journeys: Improved satisfaction (NPS ↑) and first-time resolution through intuitive design and smart automation.
• Launched innovative products: From flexible tariffs and contract-free options to a pioneering "Eggspress Wi-Fi" and “Fair Fibre” proposition, we built customer-first broadband products that stood out in a crowded market.

I'm passionate about building beautifully simple products that put people first—always combining creative vision with technical execution and commercial impact.