Impact
Impact.
I don't do hypotheticals. Here's what happens when product thinking meets real problems.
I don't do hypotheticals. Here's what happens when product thinking meets real problems.
Turning around conversational AI at a global telecoms company serving 5 million customers across 5 European markets.
Lebara is one of Europe's fastest-growing telecoms companies, serving 5 million customers across the Netherlands, Germany, France, Denmark, and the UK. They'd made a significant investment in a new conversational AI platform. It wasn't delivering.
NPS was 3 (on a scale of -100 to +100). Resolution rates were poor. There was no product discipline, no sprint cadence, no framework for measuring success. The platform needed a complete turnaround, and the C-suite was watching.
I introduced product thinking from day one. Replaced 20 usage-based vanity metrics with 3 core KPIs (Bot Mix, Resolution Rate, NPS) using Google's HEART framework. Embedded Agile with proper sprints, retros, and showcases. Built and shipped 30+ major improvements in 2024 alone.
I conceived and launched "Skills", authenticated chatbot journeys that let customers complete real tasks (not just get answers). Deployed 20+ across all markets, including a Contract Cancellation skill with 10,000+ uses, 84% resolution rate, and NPS of +50.
I also pioneered a secure authentication flow that replaced 80% of manual agent identity checks. It hit 1 million verifications in 12 months.
Creating the digital conversations strategy for a £4.8 billion retailer with 500 million website visits a year.
John Lewis & Partners is one of Britain's most trusted retailers. 34 stores, 12 million customers, and a website with half a billion visits annually.
There was no digital conversations strategy. Nothing was joined up. Customer conversations and data were scattered across different platforms and experiences, with no coherent vision connecting them. The challenge was to bring it all together, build the case from nothing, and ultimately secure board-level investment to make conversational commerce a strategic priority.
I wrote and owned the 3-year Digital Conversations strategy, bridging technology, CX, and operations. Presented the business case to the board and secured significant investment to fund the strategy. Scaled the team from 4 to 15. Replatformed the entire chat architecture by building a new cloud microservice, and completed a full CXM provider onboarding (Sprinklr) in a record 4 months.
I launched Live Chat as a new proposition for trusted product advice. Used customer testing to design the experience around real needs rather than replicating existing service models. Built a Price Match bot that resolved 90% of queries without human intervention.
I work with Boston Consulting Group as an external expert and AI product manager, providing senior product leadership and specialist conversational and agentic AI expertise for enterprise clients in Asia.
Detailed project information is confidential under agreement.