Research – 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 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

Technology Megatrend

The study of megatrends was something I began during my undergraduate studies continued to support my understanding of factors which impact technology and societal evolution. Megatrends impact generational or multi-generational populations and once prevalent will likely impact the entire global populations, directly or indirectly. Megatrends exist in many domains and are impacted by the limitation or availability of raw materials, the constant discovery and progressive nature of new technologies and disruptive ecological or biological impacts to human societies.

As a design strategist and technologist, the subjects greatly interest me as they have enabled me to understand the past, present and range of potential futures I am working under.

Systems Thinking

Adoption Strategy

Driving adoption is synonymous with managing and controlling change. In my career as a leader of technology experiences for the Workplace, I have discovered that understanding how communities, distinct groups and individuals adopt or reject change is key to achieving success for my customers.

Systems Thinking

Copilot Experience Analysis

I am leading experience design for DXC in our productisation of Microsoft Copilot for M365. This work is being conducted in collaboration with Microsoft and the DXC M365 practice.

Sequential Experiences

Fundamental to creating meaningful experiences is the study and utilisation of a sequential set of moments which form a narrative journey. Understanding the timeline based view of experience, provides an understanding of the personal goals, shared objectives and wishes held by individuals which make up communities in society or the workplace.

The control of an interactive narrative allows for designers to strategically create the conditions within systems, which can support the achievement of goals by supporting the pathways required to complete the necessary steps.

Systems Thinking