Product Operations · Service Design · Customer Experience
I diagnose customer and operational problems, then shape practical services and technical solutions in response. I lead the work from implementation to adoption, measuring what improves in practice.
Customer, service, product and technical operations across Shopify, SOTI and independent work.
300+ Shopify engagements for merchants with $4B+ combined GMV; 26% average conversion uplift measured by Shopify Growth.
Redesigned SOTI's EMEA structure, roles, case distribution, governance, goals and success measures.
The Loop has an implemented product baseline and Mira Poetry Garden has a working creative prototype; Through has verified adult concept access and optional unlinked feedback while its youth-facing product remains build-gated; Shopping Aodh has an accepted fixture-only prototype with formal study enrolment open; and The Thinking Box has a working local learning studio, from evidence to a reviewed project brief.
SELECTED WORK
Each flagship case is structured for a quick evidence scan, with deeper decisions, system detail and maturity boundaries when you want them.
SHOPIFY
From recurring merchant need to a global service system, reusable specialist knowledge and a measurable optimisation programme.
Scaled from a support-led pilot to global enterprise delivery.
SOTI
Operational diagnosis, cross-functional requirements and controlled AI enablement across a complex enterprise support environment.
A repeatable path from service evidence to implementation.
INDEPENDENT PRODUCT
A privacy-first athlete product combining hands-on delivery, database-enforced boundaries and deliberately narrow AI support.
A substantial pre-release product; external validation is the next gate.
HOW I OPERATE
The method changes with the problem. The accountability—from diagnosis through adoption—does not.
Connect customer conversations, operational data and frontline knowledge to separate the request from the underlying need.
Turn ambiguity into a service model, technical requirements, workflows, priorities and decisions teams can challenge and use.
Coordinate customers and cross-functional teams through implementation, enablement, adoption, exception handling and review.
Define the measure, label projections and maturity honestly, and let observed outcomes determine the next investment.
THE THROUGH-LINE
I have led customer-facing services and technical operations inside global SaaS organisations, then built independent products to stay close to architecture, software delivery and AI behaviour.
The value is in the combination: customer context to identify the right problem, product judgement to choose a direction, and technical fluency to make implementation concrete.
More about how I work