Profile
Digital transformation leader with 15+ years' experience delivering global CX, IVR, CCaaS, Automation, Data Insight and AI programmes. Proven track record in reducing costs, improving Customer Experience, and enabling data-driven decisions. Combines strategic vision with technical expertise across Contact Centre technology, Agentic AI, Power Platform, Data analytics and Conversation Design.
Skills
Digital Transformation
Leadership
Data & Insights
Business Analysis
Development
Tools
Key Career Achievements
Delivered $4m+ annual savings via IVR and CCaaS migrations, automation, process optimisation, self-service and AI
Led four global IVR and CCaaS migrations, consolidating platforms and migrating on-prem to cloud
Implemented natural language IVR, reducing handling time by 30% and improving data capture
Launched new digital channels (Webchat, chatbot, SMS), automating 30%+ of global interactions achieving 90%+ customer satisfaction
Developed 200+ automation scripts and PowerApps, streamlining internal processes
Established global conversation design standards across chat and voice bots, unifying CX and UX
Rebuilt Operational reporting suite from the ground up, reducing manual workload and increasing real-time availability of data
Redesigned multiple IVRs across the globe by combining industry knowledge with customer and colleague feedback
Experience
Click on any role to view responsibilities
Kaefer
Digital Transformation Engineer
Dec 2025 – Present
- Lead the deployment of digital solutions across multiple construction projects, improving operational efficiency, decision-making, and project performance.
- Design, develop, and maintain dynamic Power BI dashboards and visualisations to track key performance indicators, operational metrics, and quality data in real time.
- Integrate disparate data systems using programming languages (Python, JSON) and PowerApps, enabling seamless data flow and enhanced digital functionality.
- Collaborate with business leaders and operational teams to identify process inefficiencies, implement digital solutions, and optimize workflows across projects.
- Ensure compliance with corporate policies and relevant legislation, manage audits, and maintain secure, accurate digital reporting.
- Enhance user experience and engagement with digital tools through training, support, and continuous improvement initiatives.
- Drive a culture of continuous improvement by leveraging data-driven insights to inform strategic decisions and improve project outcomes.
- Travel across multiple construction sites to support the rollout of digital solutions and provide on-site guidance for effective adoption.
Worldpay
Global Programme Owner
Apr 2020 – June 2025
- Delivered multiple global CCaaS & IVR cloud migrations, consolidating legacy platforms into a single global instance
- Introduced automation and AI solutions across Power Apps, Power BI and Power Automate, improving reporting speed and operational efficiency
- Worked with executives to shape a 3–5 year roadmap and secure funding for major programmes
- Advised on CX/UX design to ensure alignment between customer journeys and technical solutions
- Optimised data architecture and reporting, enabling faster insights and improved decision-making
Worldpay
UK IVR Programme Owner
May 2017 – Apr 2020
- Owned and executed UK IVR strategic roadmap, delivering enhancements that improved CX and agent experience
- Reduced time in IVR by 40% and increased customer identification by 30%, enabling faster and more tailored journeys
- Introduced self-service capabilities in IVR, eliminating unnecessary agent interactions
- Collaborated with US counterparts, operations and voice teams to align features globally and deliver optimal solutions
Worldpay
Senior Insight Specialist
2014 – 2017
- Created customer onboarding data insight process
- Automated telephony reporting through scripting, reducing manual workload
- Designed and delivered new servicing platform reporting suite
- Acted as data consultant to ensure consistency across UK operations
RBS
EUDA Manager
2010 – 2014
- Founded EUDA team in Finance, leading developers to full robotic capability
- Developed around 200 automated processes (SQL, VBA, Excel, screen scraping), driving efficiency and compliance
- Passed multiple audits as part of RBS merchant business divestment
- Documented all processes and maintained audit-ready records
Certifications
Cisco UCCE Administrator
Microsoft Certified Office Master (Excel, Access, PowerPoint)
Lean Six Sigma Green Belt practitioner
Python Development