I design the systems that shape how customer experience drives value across complex, global organizations—where behavior, expectations, and delivery align.
I work where experience is expected to drive value, while the systems behind it are still evolving.
My work integrates customer behavior, experience architecture, and organizational structure to bring clarity to complexity—so experience operates with intention, consistency, and consequence.
My perspective is shaped by years of examining how people move through systems—across organizations, journeys, cultures, and narratives—and how those structures influence trust, choice, and continuity. That lens informs both my executive work and my writing, which explores the intersections of experience, identity, and the forces that shape how we navigate the world.
Experience Architecture | Enterprise Operating Models | Customer Value & Economics | Customer Behavior | Organizational Transformation | Journey & Experience Strategy
Where my work operates.
Experience in Complex Systems
How experience functions when scale, constraints and interdependencies determine outcomes.
Decision-making & Sensemaking Under Constraint
How organizations interpret signals, set priorities, and make consequential choices under uncertainty and pressure.
Service Design & Journey Systems
The operating structures that keep expereinces coherent end-to-end across teams, channels, and moments that rarely align on their own.
Organizational Change that Sticks
How intent becomes embedded in operating models, behaviors, and incentives.
AI, Data & Technology that Shape Behavior
How digital systems enable scale, shape behavior, decisions and outcomes–without eroding trust or judgement.
Value, Cost & Experience Economics
How experience decisions influence growth, retention, cost-to-serve, and long-term value.
Leadership is the work of translating ambition into conditions that enable real, repeatable progress.
Conditions that make progress possible.
Clarity of Intent & Signal
Progress depends on shared understanding. When intent is clear and success is consistently defined, effort aligns naturally and allows people to focus their energy where it matters most. That’s when effort becomes momentum.
Alignment Between Structure & Behavior
Progress becomes durable when there is alignment between stated goals and the way the work actually happens. When incentives, ownership and decisions reinforce what an organization is trying to achieve, the work moves forward without the need for constant intervention.
Follow-Through Over Time
Progress holds when decisions remain stable under constraint. Conditions that support continuity–clear ownership, sustained attention and accountability–allow ambition to translate into lasting outcomes.
Leadership in action.
10+
Years in people leadership with 7+ years managing managers.
People managed on teams ranging from 2 to 35 FTEs, and up to 150 contractors.
9
8
Years leading distributed teams across up to 5 countries.
Teams built and scaled from the ground up along with the 6 roles pioneered in companies joined.
30
Direct Reports coached to promotion / next stage career development goals.
250+
Professionals & students formally mentored and coached in my career…and counting.
7
Approach.
I work at the intersection of experience, decision-making, and operating models, focusing on the conditions that shape behaviors and outcomes over times. The aim is coherence under real constraints, so progress compounds rather than fragments.
Experience Design in Altitudes
Experience design doesn’t live at a single level. It operates across multiple altitudes at once–from individual moments to enterprise-wide systems. Progress depends on identifying and understanding which altitude a problem belongs to and acting at the right level.
Influences & inspiration.
I’ve worn many hats and held many titles in my career, from Performing Artist to VP of Service Design, and have had the eye-opening pleasure of living in three countries, and seven cities. My agency and consulting work brought me into a myriad of industries with countless distinguished professionals–all with their lessons. That range wasn’t accidental–it shaped a way of thinking that’s comfortable crossing disciplines, holding complexity, and translating perspective into action.
My life in locations:
Living and working globally shaped how I lead, decide, and design under complexity. Eight years outside my home country exposed me to different cultural norms, operating constraints, and expectations–experience that continues to inform how I build trust, align teams, and lead international strategies.
Passions followed.
I’ve intentionally built a cross-disciplinary career at the intersection of people, systems, and technology. My work has always lived between creative and analytical domains–exploring how structure, behavior, and design interact, and how that interaction shapes outcomes at scale.
Theatre/ Arts
Immersive world-building. Public speaking and performance. Collective creation under pressure.
Organizational systems and operating models. Executive communication and leadership structure.
Human Resources
Architecture & Design
Structural thinking and systems design. People-centered architecture and visualization.
Behavioral Science
Human behavior, learning, and decision-making. Behavioral economics and applied psychology.
Technology
Technology as a behavioral force. Artificial intelligence, automation, and product systems.