Scaling UX Operations & Driving Business Growth
Led UX strategy across Operations & Logistics, Financial Systems, and Vehicle Preparation domains, managing designers across 11 cross-functional product teams.
Role: Head of UX (Apr 2021 - Jul 2023) | Sector: Car industry
Challenge
Rapid company growth requiring scalable UX operations
Need to optimise operational efficiency and reduce costs
Complex multi-domain product ecosystem requiring consolidation
Actions
Strategic Leadership
Collaborated with Product and Engineering heads to create a unified vision for the Operations Domain
Developed North Star vision to consolidate 10+ products across the value chain
Implemented strategic UX research initiatives
Team Development
Scaled domain from 35 to 70+ team members within six months
Created and implemented a comprehensive career framework
Established high-performance culture through regular design crits and sprints
Process Innovation
Repositioned UX research from tactical to strategic level
Implemented design thinking methodology across teams
Created a structured approach to measure and improve user experiences
Results
Supported revenue growth of 312% YoY, scaling to £1bn+ annually
Increased Gross Profit per Unit by 50%+ and reduced costs by 30%
Reduced post-sale costs by 36% and CS case volume by 24%
Achieved 34% higher line management scores vs company average
Maintained the highest retention rate across the tech department
“Venessa is a fantastic, thoughtful design leader. She has been instrumental in pushing design and research at Cazoo from the beginning in operations especially, a department that lacked design advocacy.”
