Description

I help organisations turn AI experimentation into secure, scalable business results.

With leadership experience in banking, insurance and digital services, I work with organisations at the forefront of generative AI adoption to integrate AI into real products, customer journeys and operating models — including digital experiences designed to engage younger audiences.

Clients typically bring me in to:

turn AI ambition into a clear adoption roadmap and funded priorities
set up practical guardrails that enable safe AI scale
secure the move from pilot to reliable production deployment
align product, data, risk and business teams to accelerate delivery
redesign customer journeys and service models using AI
design AI-enabled product experiences that effectively engage younger audiences

Recent impact:

–60% onboarding time and +40% conversion through AI-enabled journey redesign
–32% contact centre demand by scaling trusted self-service
Agent productivity ×2 and +82 NPS in AI-driven service transformation
Identified new digital experience models increasing youth engagement (e.g. second-screen usage linked to ~30% higher engagement)

I typically support AI transformation programmes, adoption diagnostics, governance setup and product experience redesign initiatives.

Industry field of expertise

Languages

English
Native or bilingual
Portuguese
Native or bilingual
French
Fluent
Spanish
Conversational

Workplace preferences

Can work on-site

Paris (up to 20km)

Hybrid Futures Studio
Independent Consultant / Founder
CONSULTING AND AUDITS
August 2025 - Today (10 months)
Paris, France
Support product and transformation leaders in structuring AI use cases, governance and adoption models.
Combine strategic framing with hands-on delivery support across design, product and operations.
Lead AI initiatives (GenAI, automation, assistants) from use case definition through to structured delivery and adoption
Support the definition of governance frameworks (risk, data quality, supervision) and support adoption in real (regulated) environments
AI Experience Strategy CX/AI Research customer journey architect Responsible AI implementation CX/AI Experience diagnostics and improvement
Lloyds Banking Group
Head of Digital Transformation & CX
BANKING AND INSURANCE
January 2023 - June 2025 (2 years and 5 months)
London, UK
Led AI-enabled redesign of digital onboarding and customer journeys in a highly regulated retail banking environment.
Aligned product, risk and operations teams to scale digital acquisition and reduce service dependency.
Delivered faster onboarding, higher conversion and measurable improvement in customer trust and satisfaction.
Responsible AI introduction CX Strategy and Design leadership AI-powered CX design Onboarding transformation customer journey architect
Slalom
Senior Manager, Strategic CX Consultant
CONSULTING AND AUDITS
May 2022 - November 2022 (6 months)
London, UK
Advised energy and public-sector clients on CX transformation and AI-enabled service propositions.
Shaped acquisition and growth strategies through tech-led value framing and executive storytelling.
Supported strategic pre-sales initiatives generating new consulting opportunities and accelerating programme mobilisation.
CX strategy and design customer value propositions AI Experience orchestration Experience economics frameworks