experience

My work sits at the intersection of systems, participation, and lived practice.

It is shaped by more than three decades working across international organisations, alongside long-term involvement in sport as a participant, organiser, and volunteer.

I have consistently worked in contexts where:

  • formal structures do not reflect how things actually function

  • progress depends on informal coordination and trust

  • change emerges from the edges, not the centre

This experience informs how I approach research, history, and systems analysis in sport.

International & Organisational Experience

Ford Motor Company (via TTEC)

European Customer Experience Programme Lead

Led international programme teams supporting the launch of FordPass, Ford’s first global mobility app, across 42 European markets.

Responsibilities included customer journeys, technology infrastructure, regulatory compliance, and the recruitment and training of multilingual teams operating across national and cultural boundaries.

BSkyB

Innovation & Customer Experience Consultant

Designed and led a private customer community initiative to support product development and customer experience teams.

The work embedded participant insight directly into innovation processes and progressed from pilot to business-as-usual.

Financial Services, Insight & Advisory Work

Worked with organisations including HSBC, Lloyds Banking Group, and global insight agencies on customer experience, organisational change, and executive education.

Ogilvy Worldwide

Global Operations Director – Interim

Led the design and launch of Ogilvy’s first global production services agency, Redworks, working across Europe, Asia, and North America.

The work focused on aligning global operating models with local practice inside a highly federated organisation — balancing consistency with autonomy, and formal process with lived workflow.

LexisNexis

Business Development & Innovation

Created and delivered The Law Office of the Future, an innovation and customer experience programme bringing together law firms, technology partners, and internal teams.

The focus was on how professionals adopt new systems, how trust is built across ecosystems, and how change is sustained beyond initial enthusiasm.

PCDocs (now Opentext)

General Manager — ASEAN

Responsible for establishing PCDocs in the ASEAN region, building regional teams, and growing revenue across multiple markets.

The role involved operating across Singapore, Malaysia, the Philippines, China, Japan, and South Korea, adapting commercial models, partnerships, and organisational structures to very different cultural and regulatory environments.

This experience shaped my understanding of how authority operates informally, how systems travel, and how organisations function in practice rather than on paper.

Sport, Participation & Lived Systems

Alongside my organisational work, sport — and golf in particular — has been a constant reference point.

I am a long-standing golfer, participating across club, county, national, and independent formats in the UK and internationally.

This includes competitive, social, volunteer-led, and senior women’s golf, alongside first-hand experience of access, informal influence, and self-organisation.

This lived perspective allows me to recognise:

  • how participation is sustained outside formal structures

  • how informal labour underpins official systems

  • how continuity is maintained through people rather than policy

These insights underpin my work across the Women’s Golf History Project, Women on the Tee, Golfers Experience, and the Ladies Pro-Am.

Why this experience matters

Across sectors and contexts, the same patterns recur:

  • systems that rely on informal contribution while rewarding formal roles

  • participation that precedes recognition

  • change that emerges through practice rather than instruction

Understanding these patterns is what connects my organisational experience with my research and writing in sport.

Conversations

I occasionally contribute to public conversations about women’s golf, participation, and the structures that shape sporting experience.

This includes:

These conversations complement my written research and reflect ongoing public interest in the themes explored across my work.

Contact

If you would like to discuss research, collaboration, or advisory work:

📧 Email Julie
🔗 LinkedIn

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