I’m an anthropologist who builds things.

My academic background taught me to observe how people actually behave, not how systems assume they do. That instinct has shaped everything I’ve done since: from facilitating leadership programs for global organisations, to designing conversational AI bots, to building the internal tools that help support teams do their jobs without friction.

For the past few years I’ve been running customer experience operations in the iGaming industry, managing support platforms, designing and deploying multilingual chatbots, and building a suite of internal tools that automate compliance workflows, streamline escalations, and put the right information in front of agents at the right moment. Most of these tools didn’t exist before I decided they should. That’s how I work best.

I combine UX thinking with instructional design to close the gap between what people need and what organisations provide. Whether that’s a bot that handles 400+ support conversations a month, a GDPR export tool that cuts a 4-hour task to under a minute, or a knowledge base that helps new agents get up to speed without drowning in documentation, the question I’m always asking is the same: why is this harder than it needs to be, and what would fix it?

My toolkit is broad by design. Qualitative research. Conversational AI (Dialogflow, Rasa, OpenDialog). Process automation. Instructional design and e-learning. UX analysis. AI-assisted development. I speak six languages. I’ve worked across academia, NGOs, online learning, compliance, and customer operations. I bring all of it to every problem.

I thrive in open, fast-moving environments where initiative is expected and the job description is a starting point. If you’re building something and need someone who can think systematically, identify what’s missing, and go build it, let’s talk.