ABOUT
Enterprise journey management and experience research.
I make complex customer journeys visible, measurable and actionable — connecting research with service operations, product decisions and organizational change.
SELECTED IMPACT
Across enterprise CX, UX, service design, experience research and product strategy.
Large-scale digital platforms, payment systems and services supporting millions of users.
Interviews, usability testing, surveys, co-design and stakeholder research.
Experience across healthcare, government, banking, fintech, telecom and creative technology.
Profile
Enterprise journey management and experience research leader with 15+ years of experience turning customer insight into actionable service, product and operating decisions across healthcare, government, banking and fintech.
I combine end-to-end journey thinking with research, service design, operational mapping and measurement to keep journeys connected to evolving organizational knowledge.
My work often sits between senior leaders, product, design, engineering, operations and analytics — translating complex evidence into decision-grade artifacts, shared models and roadmaps that teams can act on.
HOW I WORK
Search before you create
Start with organizational archaeology: existing research, systems, workflows, requirements and prior artifacts. Use that evidence to determine where new research will have the most value.
Connect experience to operations
A customer journey is only useful when the organization can see the backstage work, systems, handoffs and constraints that produce the experience.
Design for decisions
Artifacts are not the outcome. The goal is to create visible, inspectable, sequential and actionable representations that help different teams make better decisions together.
Keep the journey alive
Journey Management means connecting research, workflows, measures and decisions as services change — rather than treating a journey map as a finished historical artifact.
CAPABILITIES
Journey Management
- Enterprise journey architecture
- Journey governance
- Operational workflow mapping
- L1 / L2 / L3 service blueprints
- VoC & journey measurement
Experience Research
- Interviews & contextual inquiry
- Usability & evaluative research
- Research synthesis
- Persona & actor modelling
- Mixed qualitative / quantitative evidence
Transformation
- Cross-functional alignment
- Product & service strategy
- Decision-grade artifacts
- Executive communication
- AI-enabled service transformation
CURRENT DIRECTION
Journey Management & AI-Enabled Service Transformation
I am particularly interested in how structured journey-management systems can become the foundation for AI-assisted organizational knowledge: helping teams understand what changed, what evidence supports a decision, which downstream work may be affected, and what needs to be updated as a service evolves.
View Selected Case Study →