City of Johannesburg, Gauteng, South Africa
I’ve spent most of my career around customer experience, digital strategy, and complex systems — but what’s held my attention is understanding where things don’t land for people, and why. A lot of “customer experience” work happens after decisions are already made. My interest has been in stepping back from that — looking at behaviour, assumptions, and context to understand where the disconnect actually starts. During my time with MultiChoice, this has included developing customer personas, analysing experience journeys, and contributing to how customer, product, and operational decisions align — often within systems where customer thinking arrives too late to shape outcomes. I’m most engaged when I can interpret what’s really going on and bring that into the room early enough to influence direction.
* Develop customer personas to understand behavioural patterns, needs, and motivations across key audience segments * Translate fragmented data and observations into clear audience perspectives to inform internal discussions * Analyse customer journeys and platform interactions to identify gaps between intended and actual experience * Contribute perspective on how customer, product, and operational decisions align — often within environments where customer thinking is introduced late Mobile & Connectivity Exploration (Project Exposure) * Mapped proposed and existing journeys for mobile and internet offerings (SIM and dongle-based) * Benchmarked comparable providers to understand how similar products are structured and experienced in market * Identified gaps between internal assumptions and external market realities Authentication Initiative (Project Exposure) * Analysed how authentication and identity requirements impact customer experience across platforms * Identified friction between security constraints and user expectations
Currently bringing years of experience to the following service offerings: Digital Marketing Digital Solution Implementations Project Management Digital Solution Management Process Management Data Analysis Change Management Graphic Facilitation Graphic Design
Key Responsibilities: System, process and policy implementations marketing and communications; scenario planning and crisis management; data, quality assurance and compliance; training and technical support; human resources.
Key Responsibilities: Sales and customer relationship management; event marketing and management; digital solution strategy development and delivery; web and app design; CMS management; event management; graphic design; content curation and creation; data management and analysis.
ACCREDITATION MANAGER Key Responsibilities: Team leader and stakeholder management; data, quality assurance and compliance; training and facilitation. RETAILER NETWORK ANALYST Key Responsibilities: Business analysis and reporting; data collection, collation and verification; stakeholder management; coaching and training. PROJECT SUPPORT Key Responsibilities: Data analysis; project support; stakeholder management.