i’m nabs - a customer experience and strategic operations leader.
i help high-growth businesses make sense of complexity by building customer models, service systems, and ways of working that scale properly without becoming soulless. i care about clarity, speed, trust, and good judgement.
i’ve built customer orgs from scratch, led regional expansion at $100M scale, and done some of my best work in the kind of ambiguity most people would rather avoid.
the bit i’m best at is working out what’s actually broken underneath all the noise - then putting structure around it so customers, teams, and the business stop working against each other.
based in sydney, currently exploring senior customer experience and strategic operations opportunities.
what i do
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designing customer models that match business growth, customer complexity, and commercial reality
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building the systems, rhythms, and cross-functional structures that stop teams working at cross-purposes
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shaping self-serve, premium, technical, and high-touch support models that scale properly
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translating customer pain into product, process, and retention decisions
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scaling teams, managing complexity, and making customer experience work in fast-moving APAC environments
by day
head of customer experience (apj) → monday.com | 2021 - 2025
operations manager → microsoft corporation | 2015 - 2019
sales manager → bose corporation | 2014 - 2015
expert → apple inc. | 2010 - 2013
by night
master of business administration → the university of sydney business school | commenced 2020
outside work
i write about style, culture, and identity, and make a lot of noise through music.
