AI Customer Experience Platform
Led product strategy for AI, voice, live chat and social self-service across 9 Jumia markets.
IPGO ↓ 12% · CSAT +9
DF — Dogfood Version
Senior Product Leader · AI · Platforms · Automation
I lead product at the intersection of AI, platforms, and operational scale.
I’m a senior product leader with 15+ years of experience building platform products across AI, automation, voice, marketplaces, payments, and digital operations across 9+ markets.
I help teams turn complex operational systems into scalable products that reduce cost, improve customer experience, and create business leverage.
Proof Points
- 15+ years product and platform leadership
- 9+ markets across Africa and global teams
- AI, voice, automation, marketplaces, payments and CRM
- Microsoft, Jumia, SafeBoda, Eclectics
Operating Impact
12%
Reduction in agent-handled interaction volume
+9
CSAT point gain across customer journeys
65%
Automation, deflection and containment scale
144M
Users impacted through Microsoft product work
Selected Work
Selected examples of product judgment across AI, operations, platforms, and marketplaces.
Platform Migration at Scale
Migrated 9 markets to a unified telephony and routing platform, improving SLA governance and operational resilience.
9 markets unified
Marketplace & Mobility Optimization
Improved matching, payments and parcel delivery workflows at SafeBoda through data-led platform decisions.
Driver engagement increased 2x
Built as a dogfood version. Shipped first, improved through feedback.