Owning customer experience and customer support on the Global Operations Team. My team trains and monitors the performance of over 100 customer care agents, oversees customer complaints in the US and 5 Africa Markets. My Responsibilities 1.Build high performance Centralized Contact Center teams in Ghana and Rwanda;2.Define and monitor Customer Satisfaction metrics;3.Develop SOP for the Customer Support team and drive compliance. 4.Leverage customer engagement data to drive demand;5.Source and implement software solutions for Customer Support Team;6.Design Customer Support structure for new markets and new use case based on the contact and local needs.

Fieldwork in Rwanda/Ghana and Nigeria to look into needs and wants of health facilities - Introduced an electronic invoice signing process, implemented in 2021 and fully integrated with Rwanda Medical Supplychain successfully. Later on, introduced into Kenya and Nigeria. - Research informed the set up of 24 hours operations in Rwanda- Research informed changes of order types, order processing workflow and order prioritization logic. Hired and led the fullfilment team based in Arkansas to kickstart the operation in the USSet up a Global CX team across markets

Conducted extensive research independently in deep rural Kenya, Uganda, Tanzania and Nigeria to uncover innovation opportunities and inform product roadmapping in the next 1 to 3 years;Championed design thinking methodology and built research capabilities within the organization by training regional marketing and salesforce on the ground;Assisted global product marketing to form category strategies and make key investment decisions.

Led a range of qualitative and design-focused research to inspire the creation of meaningful products and experiences and gained knowledge in industries including beauty products, renewable energy, apparel, food, internet software, electronics and more;

Explored a broad set of business challenges through 0 to 1 research, including: creating new offering to redefine the business model of a German pharma company in China through the lens of patients’ needs; 
Researched in oversea markets to inform business strategy, including: researching in the US to uncover unmet needs and inspire new product archetypes as input for the market entry strategy for a Chinese appliance client; 

Researched in local markets across different demographics and tiers of cities to bring human needs into the design, including: uncovering the values and aspirations of post-90s girls through the lens of ACG culture, and working side by side with clients and rice farmers in Anhui to develop new communication concepts in the village.

Designed and Facilitated a range of Design Thinking workshops for high level executive to enable literacy and empathy in a human-centered approach.

Moderated in a range of research, including ethnographic studies, focus group and live concept testing;
 Conducted desktop research and analyzed findings and data from qualitative and quantitive research.