Initially brought in to bridge the gap between agency design and delivery teams, my role quickly expanded. I introduced structured UX governance, scaled a high-performing design team, and co-created a shared atomic module library to ensure consistency across 12 agile teams.
The Challenge
Thomson Reuters had over 67 fragmented customer portals across the enterprise. Each one served a different audience, with inconsistent UI, duplicated features, and siloed support.
The goal was to consolidate all digital touchpoints into a single, cohesive enterprise platform - one that delivered a consistent, scalable experience to over 80,000 customers worldwide.
My Role
I was brought in as the first in-house UX consultant. Over time, I took ownership of UX governance across the entire MyTR → MyRefinitiv transformation. My responsibilities included:
- Defining the design strategy and governance model
- Leading onboarding, mentoring, and design reviews
- Creating and maintaining a shared atomic design system
- Ensuring consistency across 12 agile delivery teams
- Collaborating with stakeholders, PMs, and engineers across London, New York, and Bangalore
The Outcome
The MyRefinitiv platform became a flagship product across Refinitiv - widely adopted across functions including market data, billing, and IT operations. It was recognised across the industry and within the company for design maturity and delivery speed.
- Winner of multiple global UX awards
- Used by 80,000+ customers worldwide
- Enabled consistency across 12 teams through shared design systems
Feedback
"Sam was the first in-house UX designer on the program. He turned the 'beautiful but not deliverable' agency work into something both elegant and practical - launching the MVP on time. He's been a calming and stubborn (in a good way!) influence ever since, defending the award-winning experience we were pursuing."
- David Gallihawk, Global Head of Digital & Marketing Tech, Refinitiv
What I'm Proud Of
This was one of the most strategically complex - and personally rewarding - programs I've worked on. I helped shift a large organisation toward scalable, consistent UX - not just through design artifacts, but through people, systems, and process. That shift still shapes how Refinitiv and others think about enterprise design at scale.