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Evidence at Scale
Evidence at Scale
The Science-to-Strategy Bridge
The Science-to-Strategy Bridge
Most organizations measure customer experience. Very few diagnose it. The difference: measurement tells you what happened; diagnosis tells you what to do. I work in that gap — combining behavioural science with applied analytics to turn patterns into strategy.
What I Do
What I Do
Behavioural Diagnostics at Scale
Behavioural Diagnostics at Scale
I diagnose the behavioural drivers behind customer experience using mixed methods — from focus groups to large-scale complaint, survey, and transaction data.
Experimentation & Evidence
Experimentation & Evidence
I design and run real-world studies (experiments, A/B tests, quasi-experiments) to validate what works before teams scale decisions.
Translating Insights to Decisions
Translating Insights to Decisions
I translate behavioural findings into action: prioritization frameworks, communication redesigns, and executive-ready recommendations that stakeholders can use.
Featured Works
Featured Works
Predicting Click-and-Collect Adoption from Behavioral Signals
Predicting Click-and-Collect Adoption from Behavioral Signals
Which factors most reliably predict click-and-collect (C&C) adoption in grocery retail, and how should channel strategy change when demographics are weak predictors?
Turning Customer Complaints into Actionable Service Improvements
Turning Customer Complaints into Actionable Service Improvements
How can complaint data be used to identify which service issues cause the most customer frustration and require the most urgent operational attention?
Aligning Fare Enforcement with Where Evasion Actually Occurs in Public Transit
Aligning Fare Enforcement with Where Evasion Actually Occurs in Public Transit
How closely did enforcement activity align with where fare evasion actually occurred, and where should patrol deployment shift to improve coverage and impact?
Let's work on something that matters!
Let's work on something that matters!
I collaborate with organizations and research teams working on customer behaviour, digital adoption, and evidence-based strategy.
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