A. I’m a bit of a utility man, so every day is different. But it usually starts with a stand-up - checking progress, unblocking issues, and making sure the team has what they need to do their best work.
The rest of the day is a mix of taking in customer feedback, supporting the development of feature ideas, and working with technology teams to shape solutions. I spend a lot of time thinking about how new functionality fits into existing workflows without causing disruption.
On top of that, I’ll step in wherever else I’m needed - whether that’s supporting service desk, testing, beta teams, or even joining a sales call.
A. I’ve been part of the team for 18 years, taking a product focus back in 2019 after working on the service desk, within training and feature testing teams. That background gave me a strong sense of customer needs and technical knowledge. Moving into product felt like the natural next step for my strengths – to be more creative, more customer-focused, and have a chance to shape our software.
A. Problem solving and creative thinking are key. Our work isn’t greenfield (we’re never starting entirely from scratch); customers are already using the software day-to-day, so we need to add new functionality without disrupting them. It’s a constant creative challenge - finding solutions that fit seamlessly into the product. Making the work look effortless.
A. For me, it’s the moment when a seemingly unsolvable problem finally clicks. You’re in a room with the team, ideas bouncing around, whiteboard filling up - and suddenly you’ve got a way forward. It’s brilliant!
A. Honestly, it started by chance. I graduated, posted my CV online, and I got a call from Cegedim Rx that shaped the next 18 years of my career.
A. It’s not just important for my role, it’s crucial for the whole business. Our MD Tracey Roberston has really changed the way we work. Now we see ourselves as the tech experts and our customers as the pharmacy experts. We need their feedback to understand what they need.
Some companies shy away from opening the floodgates to customer feedback - but it’s become our strength. Customers know we’re listening, and that responsiveness has transformed perceptions of the business.
Now, if a customer calls wanting something new, it could be live in just a matter of weeks. I've done that this year. I’m really proud of that level of responsiveness.
A. Helping modernise the dispensing workflow in Pharmacy Manager. Compared to five or six years ago, it’s almost unrecognisable. We’ve added accuracy checking, NHS integrations, and scan-to-shelf - things we once thought impossible.
Seeing how far the technology has come is something I’m really proud of. It’s a testament to the whole team’s creativity, persistence and close understanding of what pharmacy needs.
It’s a chance to showcase what’s new. The most valuable part is being on the stand during demos. For me, those conversations are gold. The insights we get directly feed into the product roadmap.
Sometimes people who used our systems five or ten years ago stop by, expecting the same product and they’re blown away by how much it’s transformed. Pharmacists are so under the cosh that they don’t always realise how much has changed. The show lets us demonstrate features live. Last year I lost count of how many times someone said, “I didn’t know it could do that.”
I love nothing more than sticking on my old iPod, listening to an audiobook, and heading off into the hills. I live near the Ribble Valley, so I’ve got Pendle Hill and plenty of stunning walks on my doorstep. It’s the perfect way to clear my head and recharge.