What I Do

Behavioural Diagnostics at Scale

Diagnose why customers behave the way they do using large, complex data.

Experimentation & Evidence

Generate decision-grade evidence through rigorous study design and validation.

Translating Insights to Decisions

Convert findings into executive-ready frameworks, tools, and actions.

Behavioural Diagnostics at Scale

Most organisations collect customer data. Few use it to diagnose why customers behave the way they do. I turn large, complex datasets into behavioural understanding—identifying drivers, friction points, and emotional triggers that shape outcomes.

Core capabilities

Large-scale analysis of unstructured customer feedback (Reviews, complaints, etc.)
Emotional intensity mapping of complaints and failure points
Enterprise-scale behavioural feature engineering
Predictive modelling of adoption, resistance, and switching
Brand perception measurement design and segmentation
Service friction audits across customer touchpoints
Segment-level behavioural differentiation (what aggregates hide)

Typical outputs

Behavioural diagnostic reports with prioritized drivers
Emotional intensity maps (severity, not just frequency)
Predictive models with validated performance metrics
Feature importance rankings and decision levers
Friction audit reports with evidence-based prioritization
Segmented scorecards and trend dashboards

Methods & Analytical Approaches

Text and Feedback Analysis

Natural language processing (NLP) for analysing large volumes of customer feedback
Automated text analysis to identify themes, sentiment, and emotional signals
Topic detection and clustering in unstructured data

Predictive Behavioural Modelling

Machine learning models for predicting customer adoption, resistance, and behavioural outcomes
Behavioural feature engineering from large transactional datasets
Model validation using structured training and testing approaches

Customer Data Engineering

Construction of behavioural, temporal, and contextual variables from operational datasets
Data preprocessing and transformation pipelines
Encoding and preparation of structured and unstructured data for modelling

Statistical Pattern Detection

Statistical testing for identifying behavioural patterns and differences across groups
Segment-level comparative analysis across demographics and usage profiles

Survey and Sampling Design

Multi-mode survey design and deployment
Stratified sampling and weighting to ensure representative measurement

Experimentation & Evidence

Correlation is not causation. I design studies that produce decision-grade evidence—allowing organizations to test ideas, validate assumptions, and scale interventions with confidence.

Core capabilities

Diagnose the behavioural drivers of satisfaction, loyalty, and adoption.
Identify segment-level differences in customer responses and needs.
Design and validate reliable customer measurement frameworks.
Integrate surveys, behavioural data, and qualitative insights.
Design experiments and field tests to evaluate service changes.
Assess behavioural interventions such as nudges or communication redesigns.
Synthesise academic and practitioner evidence for decision-making.

Typical outputs

Driver analysis reports identifying the key factors shaping customer behaviour.
Segment insight briefs showing how different customer groups respond.
Validated survey tools and customer measurement frameworks.
Executive evidence briefs translating analysis into clear decisions.
Behavioural intervention assessments identifying the most promising actions.
Practical research plans designed for real operational environments.

Methods & Analytical Approaches

Behavioural System Modelling

Structural modelling to analyse relationships between service attributes, perceptions, and behavioural outcomes
Validation of measurement models and behavioural constructs

Experimental and Quasi-Experimental Design

Randomised controlled experiments in operational environments
Quasi-experimental designs adapted to real-world constraints
A/B testing and controlled intervention studies

Psychometric Instrument Development

Design and validation of behavioural measurement scales
Reliability and validity testing for survey instruments

Mixed-Method Research Design

Integration of quantitative analysis with qualitative research
Combination of computational text analysis, surveys, interviews, and focus groups

Survey Data Quality and Administration

Survey instrument design with attention checks and response quality controls
Multi-channel survey deployment strategies

Translating Insights to Decisions

Research generates insights. Organisations need decisions. I translate behavioural findings into practical tools, frameworks, and recommendations that leaders can use to act with confidence.

Core capabilities

Translate complex behavioural research into clear decision frameworks.
Align research insights with operational and strategic priorities.
Design organisational self-diagnostic and assessment tools.
Develop behavioural interventions and implementation strategies.
Review strategies and policies through a customer-centred lens.
Identify practical AI and analytics opportunities for organisations.
Design engagement measurement and participation tracking systems.
Support evidence-based prioritisation of organisational resources.

Typical outputs

Executive briefs summarising key insights and recommended actions.
Decision frameworks connecting research findings to strategic choices.
Self-assessment tools for organisational capability or readiness.
Behavioural intervention playbooks and implementation guides.
Strategy reviews with revised metrics and customer-centred language.
Interactive dashboards for monitoring behavioural and engagement trends.

Methods & Analytical Approaches

Decision Framework Design

Structuring research insights into clear decision frameworks and action pathways.

Stakeholder Alignment

Facilitating cross-department alignment around shared evidence and priorities.

Diagnostic Tool Design

Developing structured self-assessment tools with scoring and benchmarking systems.

Behavioural Intervention Mapping

Linking behavioural barriers to practical interventions such as nudges or communication redesign.

Strategic Communication Analysis

Reviewing strategies, policies, and documents through a customer-centred lens.

Technology and Analytics Opportunity Assessment

Identifying practical AI and analytics applications that address operational problems.

Dashboard and Reporting Design

Building reporting frameworks that translate complex analysis into accessible visual insights.

Engagement and Behaviour Tracking

Designing measurement systems to monitor awareness, participation, and behavioural change over time.

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