Know where AI fits your business

I spent nine years at Xero all across the business — starting in customer experience, where I learned what breaks in complex workflows and how it affects the people trying to use them, then leading teams through significant organisational change, designing capability programmes for engineers and product designers, and eventually delivering formal change analysis for risk, compliance, and payments technology transformations.

Toward the end of my time at Xero I became the go-to person for practical AI. I ran a company-wide capability survey, contributed to enterprise AI agent strategy, built tools to help teams design and deploy their own agents, and ran sessions with individual squads to figure out where AI could actually fit — not in theory, but in the work people were doing every week.

That's what I do for service businesses now. I come in, talk to the people doing the work and the leaders setting the direction, and develop an honest picture of where AI fits — based on your strategy, your team's reality, and your actual constraints. Then, if you need help building it, I can do that too.

I didn't come from a typical consulting background. I started in customer support and worked my way up — which means I understand what it feels like to be the person doing the work, not just the one designing the process.