Work

Product leadership across AI, platforms, marketplaces, and global experiences.

These are representative examples of how I frame product work: understand the operating system, choose the leverage point, and drive measurable outcomes through teams and platforms.

Jumia — AI, Voice & Automation Platform

Context
Customer and vendor support across 9 African markets was highly dependent on agent-led journeys, creating cost, inconsistency and limited scalability.
Decision
Owned product strategy and roadmap prioritization across AI, voice, live chat and social self-service. Focused on reusable journey logic, routing, automation triggers and market-specific execution.
Outcome
Reduced agent-handled interaction volume by 12%, improved CSAT by 9 points, and scaled automation, deflection and containment to 65%.

Jumia — Unified Telephony & Routing Migration

Context
Markets were operating with fragmented telephony and routing setups, limiting SLA governance, resilience and cost visibility.
Decision
Led migration of 9 markets to a unified telephony and routing platform while balancing platform stability, operational continuity and market-specific requirements.
Outcome
Improved SLA governance and operational resilience while reducing run-cost by approximately 15%.

SafeBoda — Mobility & Marketplace Platforms

Context
SafeBoda needed to improve marketplace reliability, rider-driver matching, cashless payments and parcel-delivery operations.
Decision
Used NPS, funnel metrics and operational signals to prioritize marketplace workflows, mobile money payments, routing improvements and last-mile tooling.
Outcome
Improved ride matching and completion rates by 4% through data-driven prioritization and experimentation.

Microsoft — People Experiences

Context
Microsoft 365 people experiences required global product delivery across UX, research, engineering, accessibility, privacy and quality constraints.
Decision
Led delivery across People Hub and contact-management surfaces, focusing on usability, feature parity, accessibility and end-to-end execution.
Outcome
Improved task efficiency by 15% for 144M users, contributed to 95% satisfaction, and improved accessibility compliance by 30%.