British. Based in Bahrain. Globally mobile. 20+ years leading customer-facing operations across 6 sectors and 30+ countries — teams from 75 to 4,000+ FTE. Permanent and interim. Brought in when it matters. Strategy that moves commercial numbers. Teams that show up because they believe the vision. Brands that keep the relationship going long after the sale. GenAI applied on top of CX fundamentals that already work.
Listen. Observe. Empathise. Lead.
The way I work inside the business, not from outside it. Senior leaders who deliver real change earn the right to lead through what they do in the first weeks — not through a slide deck. Before any framework, any plan, any deck — I listen. To frontline agents who know exactly what’s broken. To customers who’ll tell you the truth if you actually ask. To the exec team about pressure, history, what’s been tried.
Listening tells you what people think is happening. Observation tells you what’s actually happening. Where the journey breaks. Where systems fight people. Where money is being lost in plain sight. Empathy stress-tests the operating model against human reality — what does this feel like at 3am when the system goes down? What does it feel like to be the agent who can’t help? Empathy is not soft — it’s the diagnostic that exposes which fixes will actually land.
Then — and only then — the change happens. The first three phases earn the right to lead. Embedded means I’m in the room when decisions are made, on the floor when they land, accountable for the outcome alongside the people delivering it. Not a slide. Not a recommendation. A working transformation, run with the team, until it’s running without me.
Brought in when it matters — and stays inside the work, not on a slide.
Brought in when it matters. Ready to stay.
Premium cruise. Private banking. Airline group. Contact centre greenfield. Each brief was short-form. Each stake was high. Diagnose fast. Decide hard. Move teams. That breadth is the foundation. Now I’m ready to put it to work long-term. One brand. One mandate. The conditions to build something that endures. Permanent is the priority. Select interim still considered.
Four transformations. One mandate.
Greenfield builds — building CX operations from zero. Turnarounds — rescuing broken operations fast. Transformation at scale — multi-site, multi-geography, multi-brand. Executive advisory — board-level CX strategy. Each carries the same principle: service and sales designed together, the contact centre rebuilt as a revenue engine, AI applied on top of an operating model that already works.
Several high-profile, multi-sector assignments. Four regions. One operating philosophy.
Recent embedded roles are the latest chapters of a longer story. Across multiple sectors and four regions — EMEA, APAC, the Americas and LATAM — I have led several high-profile customer transformation mandates as a senior director at a leading global advisory group. Two of those engagements — in Saudi digital banking and global luxury spirits — extended into multi-year embedded leadership roles. A third — by secondment to a leading global specialist business and corporate travel operator — delivered eight-figure OPEX savings and a 20% sales uplift through contact-centre redesign and CRM modernisation. Most client names remain confidential under NDA. The pattern does not.
Recent roles look short on a CV. The arc behind them is not.
