Company name: Airbnb

Company size: 15,000 employees

Role in this company: I led the GenAI transformation of Customer Service to achieve three important goals: increasing customer satisfaction, improving cost to serve and elevating our people through Human and AI augmentation.

Company name: Sage

Company size: 20,000 employees

Role in this company: At Sage I was part of the rebranding initiative known as ‘Super. Human. Business.’ I was responsible for the digital transformation of its customer experience, global processes and operating model which included a series of customer promises as a way to embed customer centricity into the heart of the business​ in order to deliver commercial success.

Company name: Mail Newspapers DMGT

Company size: 10,000 employees

Role in this company: I was part of the digital transformation that acted as a disruptor of the newspaper industry. My role was to create a customer service operation to support the online platform to monetize customer database through Mail Shop, Wines, Travel etc