Tessello
Tessello, now a Capita-owned product, is a modern Learning Management System offering features such as social learning, advanced analytics, personalised learner journeys, coaching, and event management. Leading organisations including PayPal, Barclays, The Labour Party, PlayStation, and the Scottish Parliament have adopted it.
The Challenge
As Head of Products for Tessello, I joined the business at a pivotal moment. The product had a promising basis but lacked a clear path for development and scalability.
The organization faced several foundational challenges, including the absence of a dedicated UX function, a lack of structured Customer Success capabilities, and a product strategy that lacked both depth and long-term vision. The team was under-resourced and spread too thin across competing priorities, highlighting the need for cohesive leadership to realign focus, optimize skill deployment, and drive strategic clarity across product and customer experience efforts.
The Process
UX Design and Product Management
During my tenure, I established and led cross-functional teams, including product development, customer support, and customer success, laying the foundation for long-term growth and operational excellence.
I introduced and embedded key product and operational frameworks, including a full agile development process, a clear product vision and strategy, and a robust UX practice encompassing user testing, persona development, and end-to-end feature design.
I led the reimagining of Tessello’s user interface, shaped the product roadmap, and implemented scalable client onboarding practices. I also defined SLAs and support best practices, mandated development documentation, and introduced ‘lite’ product variants to serve diverse market needs.
Additionally, I built processes for resource planning, team coaching, and career development, alongside rigorous hiring and onboarding procedures.
The Result
When I left the business—shortly after its acquisition by Capita—it had grown into a multi-million-pound operation. While the scope has since scaled back, Tessello continues to support esteemed clients such as HMRC and Samaritans.
During my tenure, my team and I played a pivotal role in empowering thousands of learners—helping them navigate career pathways, stay connected with colleagues, and find purpose and inspiration in their day-to-day work.