Hi, I'm Nefertiti.

I'm a Lead Service Designer specialising in the messy middle between strategy and delivery.

I help organisations understand what users need, align teams around the right problems, make trade-offs, and turn service intent into something that can actually work.

Over the last ten years, I've worked across healthcare, government, energy, telecoms, financial services, and international organisations, from discovery through to live operation. In recent years, I've focused on complex services in regulated industries, where good design has to work alongside governance, policy, risk, legacy systems, and operational reality.

I've led design teams, shaped programme direction and design approach, and supported senior stakeholders through complex decisions. I've also worked as a solo IC, getting into the detail myself: running research, mapping services, building blueprints, testing journeys, and sketching the thing that stops the meeting becoming a hostage situation.

A big part of my work is bringing people with different priorities, pressures, and levels of design maturity into the same conversation. I adapt my approach to the culture, constraints, governance, politics, delivery model, and appetite for change, so teams can make progress they can actually sustain.

My practice spans service design, user research, UX, and operating model thinking. I care about the full service: the people, processes, systems, policies, handoffs, responsibilities, and invisible work that shape the experience.

I'm pragmatic, thoughtful, and collaborative. I use AI and digital tools where they help with synthesis, prototyping, sense-making, and creating interactive ways for teams to explore complexity. For me, the value is in helping teams make better decisions, clarify ownership, and design services that can work in practice.

I'm currently open to my next role, especially where there's a real service challenge to untangle.