RWT Work

Independent product, platform & service leader

Complicated digital work, made workable.

I help organisations shape, improve and recover the platforms and services that sit between customer experience, technology and day-to-day operations.

Bring me a problem See the work

Experience across enterprise commerce, SaaS and customer-facing platforms.

20+years in digital products, services and delivery
170+retailers supported on enterprise SaaS platforms
60+specialists in a distributed capability I led
c.15%uplift across a £20m+ revenue channel

01 / What I do

Make the whole service easier to understand and improve.

The useful answer is rarely contained inside one backlog, team or system. I follow the service end to end, find the decisions that matter and help the right people move them forward.

A

Shape direction

Turn an opportunity, problem or platform ambition into a practical direction with visible trade-offs.

  • Product and platform strategy
  • Discovery and problem framing
  • Capability and roadmap design
  • Solution options and sequencing
B

Recover delivery

Identify what is actually blocking progress, reset priorities and rebuild a dependable route to outcomes.

  • Delivery and platform health checks
  • Backlog and governance reset
  • Risk and dependency management
  • Supplier and stakeholder alignment
C

Lead through change

Provide hands-on senior ownership while a service, operating model or organisation is evolving.

  • Fractional platform leadership
  • Service and operational improvement
  • Capability and team development
  • Independent assurance and challenge

02 / Selected work

Four different problems. Four different kinds of progress.

Selected examples from luxury retail, enterprise ecommerce and SaaS. Client and programme details are kept appropriately discreet.

01
Platform recoveryAssisted selling

Turned a sprawling backlog into a platform people could steer again.

An in-store ordering service had accumulated 86 competing items, blurred ownership and a delivery conversation dominated by noise. I reframed the backlog around customer, colleague and operational outcomes, then aligned the teams and suppliers around four meaningful deliverables.

86 to 4 priorities, with a clearer roadmap for a platform handling around £1m each month
02
Commercial improvementCustomer journey

Improved the journey by treating the revenue problem as a service problem.

Rather than chasing isolated conversion tweaks, I connected platform behaviour, customer experience, operational process and delivery priorities. Analytics, experimentation and cross-team changes contributed to a measurable improvement across a significant revenue channel.

c.15% uplift across a channel worth more than £20m
03
Partner deliveryDigital loyalty

Made NFC loyalty identification work across Apple, retail hardware and multiple suppliers.

The customer interaction was intentionally simple. The machinery behind it was not. I coordinated product, security, mobile, point-of-sale, hardware and partner teams through technical and governance constraints to turn a multi-party concept into a working in-store experience.

Two taps a simpler customer experience built from a decidedly unsimple ecosystem
04
Capability buildingUK & Thailand

Developed a distributed quality capability, rather than simply managing a larger test team.

I led more than 60 specialists across the UK and Thailand, introduced international secondments and certification support, and broadened testing beyond scripted execution into exploratory, integration, boundary and risk-based practices. The result was earlier learning and greater delivery confidence.

60+ people supported with stronger practices, progression and shared capability

03 / Ways to work

Start with the amount of help the problem actually needs.

Focused advice, a fixed-scope intervention or sustained leadership. The shape can change as the work becomes clearer.

Multi-day delivery is typically priced between £700 and £750 per day. Longer, predictable engagements are priced by agreement.

Discuss the right shape

04 / About

I started close to where systems break. It turned out to be useful training.

My career moved from testing and release into platform, product and service leadership because the interesting problem was rarely just the defect.

I wanted to understand the customer journey around it, the operational pressure behind it, the supplier dependency underneath it and the decision that allowed it to keep returning. That curiosity has taken me through enterprise SaaS, international ecommerce programmes and the digital ecosystem of one of the world’s best-known luxury retailers.

I’m comfortable moving between strategy and delivery, but I stay deliberately practical. Good work should leave people with clearer ownership, stronger capability and a next move they can actually make.

I’m also exploring how AI-assisted development, automation and orchestration can shorten the distance between an idea and a useful working capability, without pretending judgement and good engineering have become optional.

View LinkedIn profile
Product leadershipPlatform strategyCommerceMobileLoyaltyService operationsDelivery recoveryAI-enabled capability

05 / Contact

Bring the knot, not a polished brief.

Tell me what you are trying to achieve, what keeps getting in the way and when it matters. We can work out the right shape from there.

Remote-first, with London and hybrid work available by agreement.

Email jobs@discomcdisco.com LinkedIn linkedin.com/in/russwt

A rough explanation is completely fine. In fact, it is usually more useful than a brief polished beyond recognition.