My philosophy as a leader means focusing on three fundamental questions: who are we, how do we work, and how do we create impact? Here are some examples of operational work I've led at Onfido.

Hiring the best talent in the industry

At Onfido, we overhauled our hiring process, starting with our job descriptions, evaluation criteria, and training for the team. We focused on bias mitigation, interview fundamentals, gathering evidence-based feedback, and facilitating debriefs. This created a more equitable and impactful interview experience for candidates, with many saying it was the best process they had been through.

Retaining and growing the team

I worked with product and design leadership to rewrite our career progression framework and career ladders from the ground up. We analyzed the frameworks of top-performing teams in the industry and prioritized a set of skills that was true to how we work at Onfido. I collaborated closely with compensation specialists to ensure that our team was paid appropriately in all regions and to eliminate the gender pay gap across Product and Design. In my first two years at Onfido, the team's attrition was below 5%, and our employee engagement scores were consistently among the company's highest.

Measuring progress and impact

We developed a custom UX heuristic based on the UEX+ methodology to measure the impact on design. With that, I worked with product and engineering leadership to overhaul our dropoff analytics to make them more granular and actionable and develop a north-star product metric and metrics ladder. This shift from report-centered product measurement to applicant-centered measurement allowed the product team to better align our priorities with our clients.

Maturing our practice

We deliberately evolved our Research practice, scaling the User Research team from a single IC to a fully-embedded cross-functional team. Being data-driven at Onfido means considering qualitative insight alongside quantitative. All functions engage with user research and insights, including product marketing, corporate strategy, design, engineering, and executive leadership.

Design as a force for positive social change

I hold my team accountable to the highest ethical standards and strive to make the world a better place for everybody through our work. As the executive sponsor and head of our Accessibility Program, I consider digital accessibility at every stage of product delivery, including procurement, design, testing, and delivery. In 2021, we trained the entire product and engineering teams. In 2022, our Onfido Software Development Kit (SDK) was independently certified WCAG 2.0 AA compliant, enabling us to access new clients and users.