Data Modeling – emgrafica

Workforce Profiling

I led the development, industrialization and global scaling of DXC’s Workplace Experience Management services, establishing a distinctive capability at the intersection of employee experience, digital workplace operations, experience analytics, service design, user experience, workforce profiling and continuous service improvement. In this leadership role, I shaped the strategy, operating model and market narrative for Experience Management (XM), Experience Level Agreements (XLAs) and Experience Management Office (XMO) services across DXC’s Modern Workplace business, helping reposition workplace services from commodity IT operations toward measurable, human-centred business outcomes.
My leadership combined product strategy, commercial enablement, customer engagement and delivery governance. I worked directly across pursuit, solutioning and execution phases, supporting sales cycles and senior customer engagements with CXO-level stakeholders, including Chief Experience Officers, CIOs, digital workplace leaders, service owners and executive sponsors. I translated complex experience management concepts into practical commercial propositions, helping customers understand how workforce sentiment, service quality, operational data and technology performance could be converted into measurable contractual outcomes and continuous improvement programmes.

Experience Analytics Frameworks

I was instrumental in building the XM services team and capability base required to support this growth. I expanded the team from an initial group of 3 people to a maximum of 16 practitioners trained across XM methodologies, experience analytics, workforce profiling, service design, UX research, service improvement and XLA governance. I created the conditions for a multidisciplinary operating model in which analysts, designers, service managers and workplace specialists could collaborate around evidence-led experience improvement and customer-specific service transformation. I directly led or supported XMO and XLA customer programmes from pursuit through execution, including Uniper, Philips, Vale, the UK Department of Health and Social Care, Kaiser Permanente, Intermountain Health, Nestlé and the European Central Bank. These programmes demonstrated how DXC could operationalise XM at scale, apply experience analytics to real-world workplace environments, and create referenceable customer outcomes linked to service quality, employee sentiment and workforce productivity.

Experience Science and Research

I am leading the strategy for the Workplace Experience programme, supporting deployment of an Experience Management framework including XMO structure, XLAs, satisfaction survey processes and continuous improvement mechanisms. The programme operates under a Unified Experience Data Management strategy that integrates subjective (X Data), operational (O Data) and technological (T Data) experience sources.
Sources of data are consolidated into an abstracted ‘meta model’, with a consolidated data model utilising AI tools for NLP, NLU and sentiment analysis. ML features are used to recursively analyse user behavioural patterns across user segments within the ECB. User segments and operational units are monitored for experience underperformance or technology degradation, which is then addressed in real time through advanced service automation or retrospectively through XMO governance.

Systems Thinking