You know that sweet spot where strategy meets intuition, tech meets empathy, and everything just works? That's the space I live in. I lead CX across multiple countries and business lines, build the teams and systems behind it, and design the behavioral nudges that make it stick.
I've led multi-country CX teams, launched contact centers that actually feel good to use, nudged repayment behavior with psychology, and built zero-to-one products along the way.
I believe good experiences are designed, not improvised, and that product and CX should always be in the same room. Some days I'm building innovative products. Other days, mapping frictionless customer flows, architecting support teams, or blending behavioral psychology with automation to nudge better outcomes.
So, if you're building something that matters and want help making it make sense, scale, and feel better for actual humans, I'm your person.
I'll bring the structure and strategy. You bring the caffeine.
From first idea to scaled system, here's where I plug in.
End-to-end service design, journey mapping, and experience fixes that make every interaction feel intentional. Onboarding, support flows, retention touchpoints, the stuff that makes people stay.
Contact centers built from scratch across countries, plus the hiring, QA scorecards, SLA frameworks, and escalation workflows that keep service consistent as headcount grows.
Using psychology to influence behavior the right way, from reducing churn to improving repayment or making onboarding stickier. Change that feels natural rather than forced.
Smart systems and automation without losing the human in the loop. AI-assisted QA, IVR optimization, proactive comms, internal tooling, all of it made to play nicely with people.
When the fix is a product rather than a process, I take it from discovery to delivery. I don't hand the problem off, I ship the thing that solves it.
Turning contact data, VOC, and service metrics into decisions leadership can act on, and into the business case for the changes worth making.
Tap a project to open it up. Problem, approach, results, and what stuck with me.
Shuttlers moves thousands of riders a day across Nigeria and Côte d'Ivoire through four business lines that each carry a different kind of trust: daily commuters, corporate accounts, white-glove contracts, and one-off rentals. Support volume was climbing in lockstep with user growth, and agent quality across voice, chat, and social had no consistent way to be measured. Scaling the old way meant scaling headcount linearly and diluting service on the way up.
"Not every contact is a complaint. Once we separated genuine service failures from anxiety-driven check-ins, the fix stopped being 'hire more agents' and started being better information, earlier."
The team had a bold idea: what if one prompt could kick off an entire content campaign, copy, design, video, and all? But great ideas need great structure. There was no product, no roadmap, no defined workflow; just a blank page and a big vision.
"This was deep work, connecting design, AI, and workflow in one clean loop. Feedback-first product building? I'm never doing it any other way."
Farming in Nigeria already comes with enough uncertainty; unpredictable rainfall shouldn't leave farmers stranded. Backed by the GSMA Innovation Fund, I helped lead a weather-responsive tractor demand forecast tool, connecting smallholder farmers with tractors when timing mattered most.
"Product design without the luxury of luxury. Everything had to work, make sense offline, and feel intuitive for people whose needs are urgent. Some of the most rewarding work I've ever done."
ENGIE's customers loved the product but not the repayment process. Defaults were rising, and traditional nudges like calls and SMS reminders felt impersonal, even intrusive. People didn't hate paying, they just didn't feel connected to the process. So we asked: what if repayment didn't feel like bills, but progress?
"Behavior is a design problem. We didn't just build a flow, we shifted habits and helped people succeed without shame or stress. It was about understanding the real lives behind the data."
Leading CX strategy across Shuttlers' Daily/Shared, Business, Exclusive, and Rental offerings in Nigeria and Côte d'Ivoire, supporting 10,000+ daily active users. Built an Auto QA platform, an automated weather alert system, and a Post-Incident Recovery framework with a three-tier compensation matrix. Sustaining average NPS above 60 and CSAT above 90%.
Led development of Simplecx, an AI-powered tool for multimodal content creation. Coordinated with design for interactive prototypes and managed cross-functional collaboration.
Own CX strategy and customer operations across two countries. Built the service systems, QA scorecards, training programs, and dashboards behind consistent delivery, and turn recurring VOC into product, policy, and process change.
Built and ran Nigeria's national support center from scratch, covering hiring, onboarding, scripting, and QA. Led omnichannel support across East and West Africa for 1M+ users, cutting first resolution time by 46%.
Rebuilt the post-sale journey for credit-based off-grid solar customers using behavioral nudges and segmentation. Designed a loyalty rewards program that lifted referral and retention rates by 23%.
Led account management, onboarding, and retention for 100,000+ customers, and scaled a team of onboarding agents, supervisors, and account managers across multiple states. Referral and churn reduction campaigns generated $500K+ in new revenue.
Whether it's a rough idea or a live product that needs structure, let's talk about what you're building.