From photography to people: How I found creativity in helping others

While studying photography at University of the Arts London, Alex discovered that although she loved the creative process, it was the theory, structure and problem-solving behind the work that truly inspired her.

That curiosity led Alex from the photography studio into the world of customer support - and today, she’s Urban’s onboarding and quality manager.

We sat down with Alex to talk about what it takes to excel in her role, the lessons she’s learned throughout her career and the key piece of advice she’d give her younger self.

When you were growing up, what did you dream of becoming?

I’ve always been drawn to art and history. I didn’t have a single, grand plan -  I just wanted to learn, explore and create. After studying Art, History, Photography and Psychology at A Level, I went on to do a Foundation Diploma in Art and Design, followed by a degree in Photography at UAL.

I absolutely loved my degree, but I quickly realised I was most inspired by the theory and critical analysis behind the work. That curiosity for problem-solving and deeper understanding has shaped my career and it’s something that’s at the heart of any operations role.

How did you start your career?

I began in food service - working in bakeries, delis and behind the meat and fish counter (I don’t miss the hairnets!). It was a natural progression from supporting customers in person to supporting them online.

Moving from serving bread and cakes to helping people through a company like Urban felt like a seamless next step.

After five years in customer support, you’ve recently stepped into the role of onboarding and quality manager - what motivated you to make that move?

I joined Urban as a customer support rep, working with an incredible team and under the brilliant leadership of Martin, our senior customer support manager. My years in customer support, from agent to assistant manager, gave me the space to develop my analytical side and my interest for solving complex problems.

That curiosity ultimately led me to operations, where I now manage onboarding and quality. It’s been a challenging but deeply rewarding journey, made possible by the support and encouragement of those around me.

What would you say are the three most important skills for your role?

1. Problem-solving and analytical thinking: Having a curious mind, knowing how to find answers and being able to interpret data in context.

2. Clear communication: Translating insights into something accessible, whether you’re talking to teammates, leaders or clients.

3. Leadership and team management: Identifying what your team needs and being there to support and guide them along the way. 

You’ve been part of the Urban team for over six years - what’s encouraged you to stay for so long?

Without a doubt, it’s the people. I’ve been lucky to work alongside brilliant, talented and supportive colleagues who are all deeply committed to making Urban the best it can be - for both our customers and our pros.

There’s also so much room for growth here; I’ve gone from customer support rep to manager, and every step of that journey has been backed by genuine support and mentorship.

If you could give your younger self one piece of advice at the start of your career, what would it be?

It might sound cheesy, but: believe in yourself and speak up.

I’m naturally introverted, and it’s taken time to get comfortable sharing my thoughts and ideas. But it’s often in those uncomfortable moments that you grow the most. Confidence builds through experience, and every time you push yourself, you make space for new opportunities.

Urban’s community of pros is always growing. How do you maintain high standards while still scaling quickly?

We carefully balance onboarding new pros with current supply and demand to ensure our existing therapists continue to thrive. High standards are part of Urban’s DNA, and that starts right at onboarding.

Every pro goes through thorough qualification and assessment checks, including ID verification, up-to-date DBS certificates and proof of insurance. All of this happens in our onboarding platform, which has allowed us to welcome new therapists remotely, while maintaining quality.

It’s so rewarding to play a part in helping skilled practitioners join the Urban community and bring wellness directly to people’s homes!