I've spent 10+ years obsessing over one question: why do people stay — or leave? As a senior CX and L&D leader in the hospitality industry, I've managed guest experience across 55+ national outlets, built AI-powered feedback systems that moved NPS by 37%, and created 150+ training modules that actually changed how teams behave on the floor. But what drives all of it is something deeper — a genuine fascination with human behaviour. I'm currently pursuing an MSc in Psychology, and I bring that lens to everything I do: how guests feel, how teams learn, and how organisations grow. When I'm not geeking out over service design or instructional frameworks, you'll find me buried in a book — usually something at the intersection of psychology, behaviour, and leadership. If you're figuring out your CX strategy, building a training programme, navigating a career pivot, or just need someone who's been in the thick of it to help you think clearly — I'd love to talk.