Craig Sullivan

Current

Group eBusiness Customer Experience Manager at Belron

Past

UX and Conversion optimisation at Various Companies (Self-employed)
Product Manager - Digital and Usability at Lovefilm International
Associate Director at Usability by design

Usability and E-Commerce consultant at John Lewis Partnership
Manager - New Projects Group at Price Waterhouse Coopers

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Education

Boclair Academy, Glasgow

Recommended

13 people have recommended Craig

Connections

413 connections

Industry

Internet

Websites

Craig Sullivan’s Summary

I'm a User Experience champion with a wealth of experience gained working with high street retailers and leading brands. My skills base includes UX, Usability testing, User Centred Design, online marketing, customer insight, web analytics and multi-variate testing.

• 7 years usability and user experience
• 12 years project and tech team management
• Conversion rate optimisation expert (150%+)
• 6 years web analytics
• In depth customer insight research skills
• Marketing campaign specialist (online/offline)
• Video on Demand and integrated video
• Contract negotiation, SLA and KPI development

I am proud of the consumer facing improvements delivered during my career and how I fostered an appreciation of the importance of the user experience within others. I have become recognised as a technology champion for UX techniques, contributing to respected publications, industry events and expert panels.

Craig Sullivan’s Specialties:

User Experience, User centred design, Usability testing and techniques, Web analytics, customer insight and research, a/b and multi-variate testing, conversion rate, page and funnel optimisation, streamed and downloadable video, project and programme management, customer self service contact deflection, competitive benchmarking, information architecture and search analytics.

Craig Sullivan’s Experience

Group eBusiness Customer Experience Manager

Belron

(Public Company; Automotive industry)

April 2009 — Present (8 months)

BELRON is the world's largest vehicle glass repair and replacement (VGRR) company, and the only dedicated provider of VGRR services operating on a global basis, generating revenues in excess of €2000 million in 2007. I'm looking after the Customer Experience for their web presence and start on the 27th April 2009
UX and Conversion optimisation
Various Companies (Self-employed)

(Self-Employed; Marketing and Advertising industry)

August 2008 — April 2009 (9 months)

I've been freelancing since leaving LOVEFiLM, working on a range of projects for financial services, retail, optimisation and gaming sector organisations. I've also conducted a number of UX research projects and market surveys shared with the online communities I work with.

During this period, I also took my first sabbatical from the IT industry. I spent 6 months mixing travel, stripping and rebuilding a 2 bed flat from scratch and spending a month with my daughter (9) during school holidays.
Product Manager - Digital and Usability

Lovefilm International

(Privately Held; Entertainment industry)

June 2004 — August 2008 (4 years 3 months)

In this position, I was responsible for the following areas:

• Overall User Experience including lab testing, design lifecyle, prototyping, expert evaluations and optimisation.

• Testing and Monitoring using web analytics, a/b and multi-variate testing, performance and browser compatibility.

• Customer insight and research for all new products and 'Voice of Customer' for the key LOVEFiLM site properties.

• Development and Launch of streamed and downloadable Video on Demand services including contract negotiation, KPI and SLA management.
Associate Director

Usability by design

(Privately Held; Management Consulting industry)

July 2003 — July 2004 (1 year 1 month)

I joined Usability by Design as a Director, providing consultancy directly to new and existing clients in the following areas:

• Usability testing, User Centred design and Project Management.
• Performance, Load testing, Stress testing and capacity planning.
• Browser/Email Compatibility, Accessibility and Page optimisation.
• Site navigation, search and Information Architecture (IA).
• Web Metrics, Customer self-service and competitive analysis.
Usability and E-Commerce consultant

John Lewis Partnership

(Partnership; Retail industry)

June 1997 — July 2003 (6 years 2 months)

I initially joined the John Lewis Partnership to work on standardisation and infrastructure projects. I was then transferred to work for 4 years developing their first commercial online websites.

I was responsible for usability, customer experience, security and performance for most of their e-commerce projects and many of the sites and User Experience teams that I assembled have been extremely successful.

These are the key sites that I developed, launched or delivered projects for:

www.johnlewis.com (JL direct sales site)
www.waitrose.com (Waitrose main portal)
www.waitrosedirect.co.uk (Wines, flowers and gifts)www.jlpjobs.com (Recruitment portal)
www.waitrosedeliver.com (Grocery delivery)www.jlpaccountcard.com (Account card holders)
www.ocado.com (Grocery delivery)www.waitrose.com/isp (ISP)
Manager - New Projects Group

Price Waterhouse Coopers

(Partnership; Accounting industry)

January 1989 — May 1997 (8 years 5 months)

I was responsible to Senior Management and Partners for the development and delivery of large scale technical IT projects within the firm:

• Evaluate and select all PC, Server and networking hardware. This also included operating systems, risk management, remote access, wireless technology and software distribution.

• Standardise all client and server configurations within PW (UK and EU) and build delivery mechanisms to lower support costs.

During this period, I also worked on a number of engagements with the Management Consultancy Services group within PWC, including a 4 month project at the Oxford University Press.

Considered one of the company’s authorities on operating systems, security, remote connectivity and client platforms, I designed the majority of their PC-based network systems, in use on over 55,000 PCs.

Craig Sullivan’s Education

Boclair Academy, Glasgow

1980 — 1985

SCE ‘O’ Grade
Physics, Mathematics, Geography, Chemistry, English, Arithmetic, French - ‘A’

SCE Higher ‘A’ Grade
Mathematics, Physics, Chemistry, Geography – ‘A’, English ‘C’