Gafyn Townsend

Product Design Leader

I design practical software for complex jobs.

I set direction with product, engineering and research while making space for others to shine—guiding, unblocking and raising the bar together. I aim for impact you can feel, balancing user needs and business value.

Featured work

Coming soon!

From 5-day sprint to global employee platform

I co-created an employee platform that began with a five-day design sprint and is now used by more than 80 financial institutions across seven regions.

Turning servicing moments into business value

I created simple guidance for contact centres and relationship managers that surfaces well-timed, well-matched advice and product options during live customer conversations.

Supercharging agent efficiency with AI

I added AI helpers that summarise threads, draft first replies and flag issues early, so agents can reply faster and more consistently.