I am an international management consultant with over 25 years of experience leading cultural transformations. My work is built on the belief that lasting change only occurs when it is grounded in the lived experience of customers, employees, and stakeholders. As a Certified Customer Experience Professional, I help organisations move beyond surface-level fixes to embed experience management into their core operational DNA.

I specialise in the aviation sector and contributed as a subject matter expert to the development of the ACI World Airport Customer Experience Accreditation. This framework is a global reference used by over 150 major airports to guide them to excellence in customer experience management. Beyond aviation, I apply these principles to citizen experience for cities and patient experience within healthcare. My approach focuses on creating shared value and ensuring transformations are human-centred, sustainable, and practical to implement.

Fun fact: I play the tenor saxophone and enjoy weekly jam sessions with my wife on double bass and a friend on piano.