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Finding where businesses lose money, customers and time. Then fixing the root causes.
Process, data and customer journey analysis that turns findings into implemented change.

Discuss your project
Finding where businesses lose money, customers and time. Then fixing the root causes.
Process, data and customer journey analysis that turns findings into implemented change.

Discuss your project
When a process review is needed
The problem is already visible in the numbers or in the team’s day-to-day work, but the root cause isn’t clear.
  • Costs are rising, but results aren’t improving
    Spending on people, communications, or operations is increasing, while sales, conversion, and operational speed remain flat.
  • Customers drop off along the way
    Leads, orders, or users fail to move to the next stage. The challenge is to identify where they drop off and why.
  • Processes don’t scale with growth
    As volume grows, so do manual work, duplication, delays, and errors at team handoffs.
  • Teams lack a shared view
    Teams work with different metrics, priorities, and interpretations of what is happening. The issue moves between functions, but no one sees it end to end.
How I can help
Start with a specific problem or take an end-to-end look at the system.
Industries and systems
Metrics, processes, and KPIs vary across industries, but the analytical logic remains the same: understand how the system works, where performance breaks down, and why.

E-commerce

Purchase, ordering, payment, delivery, returns, and repeat purchases.
SaaS & Digital Products
Registration, onboarding, activation, product usage, retention, and monetization.
Service Businesses
The journey from initial enquiry to service delivery, including communication, service quality, and repeat interactions.
Logistics & Operational Systems
Operational chains, lead times, SLAs, handoffs between stages, costs, and causes of failure.
Real Estate & Development

Lead generation, sales, customer journeys, reservations, transaction support, service, and internal processes.
Complex, High-Volume Processes
Large flows of customers, orders, applications, or candidates across multiple stages, teams, and points of drop-off.
How I work
The format depends on the challenge.
A focused audit may take a few weeks, while a broader redesign and implementation project typically takes 3–6 months.
Understand the context and gather evidence
Clarify the problem, goals, and constraints with the team. Review data, processes, documentation, and operating procedures, conduct interviews, and, where needed, research customers or users
Test hypotheses
Analyze the evidence using methods appropriate to the challenge: processes, funnels, economics, customer and user journeys, segments, behavior, and performance metrics. Determine which explanations are supported by data and which are not.
Pinpoint the root cause
Bring the findings into a coherent picture and separate symptoms from underlying causes. Identify where the problem occurs, what drives it, and which areas offer the greatest potential for improvement.
Design the changes
Define what needs to change and in what sequence. Design processes, roles, metrics, KPIs, and SLAs, estimate the business impact, and, where useful, propose an MVP or pilot.
Implement the changes
Turn the solution into concrete tasks and requirements, align the teams involved, and support changes to processes, CRM, communications, and automation through launch.
Embed the new system
Review results after launch and adjust the solution where needed. Formalize operating procedures, establish controls, hand the process over to the team, or help build a new function from the ground up.
Selected project results
A few examples of how changes to processes, funnels, and business economics delivered measurable impact.
800 → 16,000 qualified candidates per month
Scaling a high-volume recruitment funnel
View case study
$360K+ in annual customer communication savings
Optimizing costs across the customer funnel
View case study
Up to 15% of orders were cancelled before shipment
Identifying cancellation drivers and redesigning the process
View case study
About

7+ years of experience across CRM, customer operations, analytics, and business processes. Built and redesigned funnels and operating models, launched new functions within businesses, and led teams of up to 12 people.


10+ years of research experience, combining quantitative and qualitative methods: data analysis, surveys and segmentation, in-depth interviews, focus groups, observation, and content analysis.


Now working independently on a project basis. Engagements can start with a focused audit of a specific problem or cover the full path from diagnosis and solution design through implementation. Larger transformation projects typically run for 3–6 months.

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