01
Experience strategy
Define the promise, journeys, measures, and operating choices behind a differentiated experience.
Customer experience · Digital products · Hospitality
Turning experience strategy into services people can feel—and organizations can deliver.
I lead at the intersection of customer experience, digital products, service design, and operations. My work connects a clear experience ambition to the systems, teams, and decisions required to make it real.
What I help organizations do
02
Digital products and services
Translate customer and business needs into useful, sustainable products and service ecosystems.
03
Transformation delivery
Align executives and delivery teams, establish practical governance, and move programs from intent to operation.
Selected work
View all workCase study
Customer experience
Toronto Hydro – Customer Self-Service Portal
The program established a unified self-service and assisted-service foundation, with personalized consumption insights and reporting to support ongoing improvement. Toronto Hydro's website was ranked third among Canadian utilities.
Case study
Service design
Toronto Hydro – Customer Pricing Options
The service connected customer choice, real-time eligibility and effective-date processing, representative support, and program monitoring across the end-to-end journey.
Case study
Customer experience
Hydro One – Corporate Website & MyAccount
A mobile-first redesign of Hydro One’s public website and self-service portal, built around a simpler, more customer-centred digital experience.
Working principles
A practical approach to complex experience work.
- 01Start with the experience and business outcome—not the channel.
- 02Design the service and the operation together.
- 03Use evidence to focus decisions, then make ownership explicit.
- 04Build for adoption, measurement, and continuous improvement.
Latest insights
Browse all insightsBranded Residential
February 24, 2026
Emergency Communication Is an Operating Capability
Critical resident communication depends on consent, data, ownership, templates, training, and drills—not simply a notification platform.
Product Thinking
May 15, 2024
Personalization Starts With Journey Awareness
Relevant personalization begins by understanding a person’s current intent and stage, not by adding more content or recommendations everywhere.
Career overview
From enterprise digital delivery to global resident experience.
More than 15 years leading customer-facing products, digital transformation, and operational improvement across hospitality, utilities, telecommunications, and consulting.