Lead developer experience strategy and build platform tooling to improve productivity, CI/CD, testing, deployment automation, and reliability. Design golden paths, reduce tooling fragmentation, collaborate across teams, and iterate on AI-assisted tooling and evaluation to enable hundreds of engineers to build, test, and ship with speed and confidence.

Lead and build the Customer Experience analytics function, owning CX data strategy, BI, forecasting, capacity planning, operational analytics, and executive reporting. Translate large datasets into actionable insights, predictive models, and staffing forecasts, measure AI and human interactions, identify journey inefficiencies, and quantify CX impact on revenue while partnering with CX, Finance, and Data teams.