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Emily Underwood
Customer Research and Innovation Manager @Ryman Healthcare
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WORK HISTORY
Customer Research and Innovation Manager @Ryman Healthcare
Christchurch, NZ
EDUCATION
Imperial Business School
Global MBA, Business Administration and Management, General
Imperial Business School
Global MBA
International School of Luxembourg
International Baccalaureate
City St George’s, University of London
MSc Human Centred Systems, Human Computer Interaction
Norwich University of the Arts
BA (Hons) Graphic Communication, Graphic Communications
University of East Anglia
BA Culture, Philosophy and Politics
SKILLS
ABOUT EMILY UNDERWOOD
I’m a strategic design and innovation leader with a passion for transforming customer experiences, products, and services through human-centered design and innovation. With a background in UX research, service design, and product strategy, I help organizations bridge the gap between customer insights and business outcomes.Currently leading customer experience and innovation initiatives, I specialize in- Strategic UX & Service Design – Designing seamless, intuitive experiences across digital and service ecosystems- Innovation Pipeline Management – Identifying, validating, and scaling new opportunities for business and customer impact- Cross-Functional Collaboration – Bringing together product, tech, and business teams to align on customer-centric solutions- Data-Driven Decision Making – Leveraging research and analytics to drive experience improvements and business growth.I’ve worked across healthcare, technology, and enterprise innovation, leading design thinking, customer research, and digital transformation initiatives. My work has informed product roadmaps, business strategies, and customer experience enhancements at companies like Ryman Healthcare, Google, and leading consultancies in London, UK.
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