Problems solved

• • Store and back-office operations ran on disconnected tools and spreadsheets
• • No structured way to capture customer feedback across retail touchpoints
• • Manual monitoring and paperwork consumed engineering and admin capacity

Product strategy

Treat internal operators as customers. Instrument the workflow first, then automate the highest-friction steps rather than rebuilding everything at once.

Customer research

Store visits and shadowing sessions with retail and operations staff surfaced that reconciliation, approvals and manual rate updates — not data entry — were the real bottlenecks.

Key decisions

• • Prioritised automation of recurring operational processes over big-bang system replacement
• • Aligned stakeholder KPIs to a single adoption metric before adding features

Shipped

Impact

• • 600% expansion of the enterprise product user base over five years
• • NPS of 8.6 across all retail touchpoints
• • Digital workflows for 7,000+ employees; $100K annual savings from CLM
• • 100+ processes auto-monitored, saving 360+ engineering hours a year
• • 30% faster time-to-market for eyewear; 90% operational efficiency gain on gold rate updates

Problems solved

• • Manual reconciliation of bank payments consumed finance analyst capacity
• • Late payments in accounts receivable created unmanaged financial exposure
• • A mature Dynamics 365 ERP application was losing adoption; legacy infrastructure slowed every release

Product strategy

Apply AI where the workflow is high-volume and judgement-heavy, and rebuild trust in declining products through UX and observability instead of parity features.

Customer research

Customer and admin interviews plus usage analytics showed drop-off concentrated in setup and error recovery, and exceptions clustering into a small number of recurring patterns.

Key decisions

• • Learn import rules from historical data instead of hand-configuring them per client
• • Introduce the Data Integrator feature to revive the declining ERP application
• • Retire legacy platforms on a value-first sequence rather than a dated migration plan

Shipped

Impact

• • 8+ major features across 6 releases, contributing $2M+ product revenue growth
• • 90% increase in adoption after reviving the Dynamics 365 ERP application
• • $7M enterprise sales pipeline supported through global presales
• • 20% lower IT infrastructure and maintenance cost; 15% engineering productivity gain

Problems solved

• • Deforestation and sustainability risk assessment for farmlands was manual and inconsistent
• • Sustainability and traceability reporting was spreadsheet-driven and slow
• • Buyers demanded auditable, explainable insight — not black-box AI

Product strategy

AI where it compounds: automate judgement-heavy, high-volume workflows with human-in-the-loop review, and package the outcome as a commercial differentiator.

Customer research

Worked directly with sustainability analysts and supplier managers; mapped every decision point and the evidence they needed to sign off.

Key decisions

• • Human-in-the-loop by default — AI proposes, expert approves
• • Modular architecture improvements over a full rewrite, sequenced by the Strategic Review
• • Replace spreadsheet tracking with system-driven verification workflows

Shipped

Impact

• • 6 major platform initiatives delivered across Q3–Q4 2025
• • ~50% reduction in manual data entry, ~70% reduction in administrative effort
• • Improved data reliability and materially fewer ingestion failures after harmonisation
• • Leads a cross-functional team of ~15 engineers and designers