Operations and Enablement
Case Studies
Designed and implemented a cross-functional research operations playbook to standardize how stakeholders engage with insight teams. This included defining structured briefing requirements, end-to-end research workflows, and clear collaboration models. The playbook improved intake quality, reduced project friction, and enabled teams to move from reactive task execution to more strategic, well-scoped insight work.
Research Operations Playbook
Avast One migration roadmap – balancing licenses, CX and revenue
Designed a customer- and revenue-centric migration roadmap to transition users from legacy products into the Avast One ecosystem. Structured migration paths by segment and product configuration, balancing complex license setups with customer experience and commercial impact. Built a metrics-driven test-and-learn approach, using early migration data to refine messaging, onboarding, and rollout strategy to reduce churn and protect revenue.
Insight Communication Framework
Created a structured data storytelling framework to improve how research outputs drive action. Established principles such as leading with the insight, clearly linking findings to decisions, and using structured narrative formats. This improved clarity, stakeholder engagement, and the likelihood that insights were adopted in product, marketing, and commercial decision-making.
AI Governance Process for Insight and Research Teams
Developed a governance framework to enable safe and effective use of AI within research workflows. Introduced standardized tool evaluation, controlled experimentation guidelines, and validation requirements for high-stakes use cases. Centralized documentation of AI usage ensured transparency, reduced risk, and accelerated adoption of tools that met quality and compliance standards.
Synthetic User Research Benchmarking Framework
Designed a benchmarking framework to evaluate the reliability of AI-generated “synthetic user” research against human data. The framework assessed alignment across statistical distributions, signal patterns, and qualitative insights, alongside privacy and bias checks. This enabled teams to define clear guardrails for when synthetic data could augment research and when human validation was required.
Insight Platform Selection, Implementation & Scaling
Led the end-to-end selection and rollout of a global insight platform, including RFP, vendor evaluation, and cross-functional alignment across business, IT, legal, compliance, and procurement. Oversaw platform configuration, SSO setup, and migration of legacy research, followed by a structured rollout and adoption programme to embed the platform into day-to-day workflows.
UXR platform – from “don’t know the space” to live, compliant tool
Defined and executed a UXR tooling strategy in an unfamiliar domain, consolidating fragmented tools into a coherent, cost-effective platform approach. Led stakeholder discovery, vendor evaluation, and decision-making across tools, while aligning with budget, legal, and compliance constraints. Established a pragmatic, revisitable strategy and laid the groundwork for onboarding and long-term scaling.