Senior UX Design Manager - Charities Aid Foundation. 2016 - 2021
Towards the end of my time at Charities Aid Foundation I focused more on CAF Bank, the charity-owned bank inside the wider CAF group, serving 16,000 customers with £1.5bn in deposits.
I led UX for CAF Bank’s two-factor authentication rollout, required under PSD2. Ran the workshops, mapped the journeys, and designed the end-to-end flow so customers could choose SMS or app-based codes for login, payments, and account changes. Worked closely with IT, Compliance, and CAF Bank stakeholders to deliver it in-house, on time, without losing usability to security.
Later I led a piece of work repositioning CAF Bank within the CAF brand. Only 7% of traffic to the main CAF site touched a Bank page, spread thin across current accounts, loans, savings, and online banking. Rather than build CAF Bank up as a separate identity, I made the case for leaning into the existing CAF brand and the trust it had already built as a charity.