Product / technology / organizational change
Understand the work. Make the change stick.
I bring product, technology, and organizational change together to improve business performance and make it easier for customers and teams to get things done. I start with how the work really happens, connect the people involved, and help put a better system into practice.
Selected work
A few places I’ve put it into practice.
Sysco
Making the full customer relationship visible.
Bringing acquired specialty businesses onto Salesforce, with a shared view of customer relationships, controlled data access, and workflows connecting sales to the wider business.
Led a global team of 12 supporting 500+ users across sales and service.
Phillips 66
Connecting the customer experience to the work behind it.
A shared Salesforce foundation for more consistent customer interactions, clearer business visibility, and work that could move across organizational boundaries.
Shared sales visibility, digital onboarding, and structured workflows across business units.
Phillips 66
Making a global business work together.
Four business lines brought into a unified global business unit, connecting commercial systems, reporting, and processes with financial performance.
10% operating-capital reduction; $1MM incremental margin.
How I work
Start with how the work really happens.
The useful details live in conversations, exceptions, spreadsheets, and the experience of the people doing the work. Understanding those details is where a better system begins.
I bring customers, operators, and stakeholders to the whiteboard, surface assumptions, and build a shared picture of the problem. Then we connect product, process, and technology decisions with the organizational change they require.
Across that work, I want people to have relevant information they can trust and a clear way to move things forward. Better visibility and shared workflows help teams make decisions, serve customers, and follow through when everyday work gets complicated.
From discovery to adoption
01
Understand reality
Voice of customer, stakeholder discovery, process observation, and problem framing.
02
Design a better system
Design thinking workshops, future-state workflows, and practical technology choices.
03
Make change stick
Leadership alignment, readiness, communication, delivery, and adoption.
Across the work
Different environments. A common thread.
Working across commodities, pricing and risk, supply chain, sales and service, and digital customer experience has given me several views of how a business creates value. The common thread is connecting information, decisions, and execution across organizational boundaries.
Writing
Questions worth staying with.
Your process diagram is a starting point.
Following real work reveals the exceptions and handoffs that diagrams can miss.
Read the note →Customers experience the whole system.
A cohesive customer experience depends on connected information, decisions, and internal work.
Read the note →Adoption starts before launch.
Making change last through leadership partnership, useful workflows, and feedback from daily use.
Read the note →Beyond the brief
Curiosity carries beyond work.
Travel, photography, diving, cars, and hands-on projects give me different ways to look, learn, and make things work.
The same instinct shows up in each: understand the system, try something, and see what reality teaches you.
Have a problem worth understanding?
I’m interested in what your team is working through.