I specialise in Customer Experience and Service Transformation, with almost three decades of experience spanning Financial Services, retail banking, contact centre operations, consulting and enterprise technology. I am passionate about helping organisations challenge conventional thinking and find better ways to solve complex service problems. My approach is simple: start with the outcome, stay curious about what might be possible, and translate technology into practical change that creates real value. I am particularly interested in how human judgement, digital experiences and AI can work together to improve service without losing the trust, empathy and connection that matter most.
