Feb 2021 – Jan 2026 · 4 yrs 11 mos · Greater London, England, United Kingdom · Hybrid

• Enabled a new multi-million pound opportunity for Amazon Polly and Connect by leading the launch of new, commercially-focused Generative AI voices.
• Architected the AI strategy for Amazon Connect, driving the Amazon Q initiative to increase issue containment, cut contact rates, and boost agent efficiency.
• Drove a strategic optimization of AI/ML cloud expenditure, rightsizing compute instances and eliminating data duplication to deliver multi-million pound savings on infrastructure costs.
• Transformed the global student hiring program with a predictive ML model that identified elite candidates, eliminating thousands of interviews annually and significantly slashing time-to-hire.

Sep 2016 – Feb 2021 · 4 yrs 5 mos · Greater London, England, United Kingdom

• Dyson: Architected and launched a new Direct-to-Consumer (DTC) sales strategy that captured £25M ($31.3M) in new revenue and increased NPS by 13 points.
• Financial Times: Advised the board on a B2B subscription model overhaul, slashing customer churn by 65% and securing an additional £1.2M ($1.5M) in ARR.
• Cochlear: Spearheaded a commercial model transformation from B2B to a direct-to-patient ecosystem, launching an e-commerce platform that cut product returns by 62% and unlocked a new $85 per-patient revenue stream.
• Mitie: Led a critical recovery program that identified and recovered £3.7M ($4.6M) in annual lost revenue and redesigned core processes to cut service issues by 72%.

Apr 2015 – Aug 2016 · 1 yr 4 mos · London Area, United Kingdom

• Engineered a comprehensive operational, financial, and CX turnaround that directly contributed to a $100M+ increase in the division's private equity sale valuation.
• Slashed Days Sales Outstanding (DSO) from 95 to 49 days and accelerated order-to-delivery from 39 to 23 days through a full-scale value chain overhaul.
• Revolutionized the customer experience by launching a next-day warranty program, slashing repair times from 2 weeks to 1 day, and cutting annual freight costs by £1.1M ($1.4M).

Jan 2014 – Apr 2015 · 1 yr 3 mos · London Area, United Kingdom

• Partnered with the FT Board to drive the digital transformation of global business and Salesforce systems (Lead-to-Invoice). Optimized marketing, sales, and operations, achieving 20% product sales growth with a constant team size.
• 𝑲𝒆𝒚 𝑨𝒄𝒉𝒊𝒆𝒗𝒆𝒎𝒆𝒏𝒕𝒔:
• 𝐒𝐚𝐥𝐞𝐬 & 𝐌𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠 𝐄𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐜𝐲: Streamlined the lead qualification process, resulting in a 37% increase in campaign hit rate and a 15% increase in sales productivity.
• 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐎𝐩𝐭𝐢𝐦𝐢𝐳𝐚𝐭𝐢𝐨𝐧: Reduced the lead-to-contract time by 44 days (from 160 to 116 days) and saved the equivalent of 4 full-time employees by eliminating low-yield leads.
• 𝐁𝐚𝐜𝐤-𝐎𝐟𝐟𝐢𝐜𝐞 𝐏𝐫𝐨𝐝𝐮𝐜𝐭𝐢𝐯𝐢𝐭𝐲: Reduced late renewals from 39% to 17%, improving back-office efficiency by 17%.
• 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐉𝐨𝐮𝐫𝐧𝐞𝐲: Implemented a fast-track process that resulted in an 82% reduction in renewal time for low-value customers.

May 2011 – Jan 2014 · 2 yrs 8 mos · Weybridge, England, United Kingdom

• Led product development and improvement initiatives to enhance customer experience across the EMEA region and align with strategic growth drivers.
• 𝑲𝒆𝒚 𝑨𝒄𝒉𝒊𝒆𝒗𝒆𝒎𝒆𝒏𝒕𝒔:
• 𝐑𝐞𝐯𝐞𝐧𝐮𝐞 & 𝐂𝐨𝐬𝐭 𝐒𝐚𝐯𝐢𝐧𝐠𝐬: Generated over £200K in new recurring revenue by implementing an annuity-based service model. Saved over £150K by establishing a new backup implant management process.
• 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 & 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬: Increased Net Promoter Score (NPS) from 35% to 47% by designing a new process to close the customer feedback loop.
• 𝐄𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐜𝐲 & 𝐏𝐫𝐨𝐝𝐮𝐜𝐭𝐢𝐯𝐢𝐭𝐲: Redesigned customer service and consolidated shared services, resulting in improved CX and cost reductions equivalent to 2.5 full-time employees. Boosted productivity by 15% through an ERP process redesign for Service and Supply Chain.

May 2008 – May 2011 · 3 yrs · London Area, United Kingdom

Jul 2004 – May 2008 · 3 yrs 10 mos · Warwickshire, England, United Kingdom

Mar 2000 – Jul 2004 · 4 yrs 4 mos · Waukesha, Wisconsin, United States