Work
A selection of product initiatives I've owned or led — from AI-enabled features to platform transformations. Each one is a real outcome, not a concept.
LLM-driven personalisation engine for a global education platform serving 1M+ MAUs, using RAG pipelines and vector search to surface contextually relevant content and recommendations.
Integrated Qualtrics experience data with ServiceNow ITSM to automate support ticket generation from real-time sentiment signals, eliminating manual triage and reducing response latency.
Led the implementation of Genesys Cloud CX across multiple regions to unify voice and digital student inquiry channels, replacing fragmented legacy systems.
Built KPI dashboards and data pipelines to monitor churn, conversion, and retention across customer segments for a multi-region SaaS platform.
Launched a location-aware test center recommendation feature for test takers, reducing friction in the registration funnel and improving completion rates.
Note: Most of my work is under NDA or involves proprietary systems. These case studies represent the outcomes and approaches I can share publicly. For deeper dives, reach out directly.
