Loud feedback hands you a direction. Silent churn kills growth. I learned this the hard way by reading escalation tickets, listening to support calls and stress-testing products until customer pain stopped being theory and started becoming features. At American Express, I worked closely with ultra high net worth customers, where trust erodes fast and tiny frictions matter. One late night support call changed how I see products. A single delayed email turned a confident user into a churn case. Nothing broke. Nothing crashed. One fixable touchpoint made the difference between “it’s fine” to “I’m done.” That moment shaped how I build. I focus on ruthless prioritisation, fast beta cycles, product analytics and selective AI automation. My bias is simple: ship fewer features, but the right ones. If you’re rethinking retention strategy or trying to decode a strange customer insight, my DMs are open. Outside work, you’ll find me chasing spicy recipes, learning one delightfully useless fact a day or binging wildlife podcasts.