Fay is a senior product and digital leader with two decades of experience delivering complex transformation across UK public services. She served as a Deputy Director and Head of Product at the Department for Work and Pensions, where she shaped user centred design and product strategy for services used by 22 million citizens and 96,000 colleagues, supporting programmes linked to £200 billion in annual payments. Before that, she led Northumberland’s digital transformation and delivered major product initiatives with organisations including the National Trust, BT, and English Heritage. She focuses on user centred strategy, clear product leadership, and practical delivery that improves public services for the people who rely on them.