Hi, I’m Stu!
I like figuring out why things don’t work—and fixing them.
Most of my work is untangling messy systems: too many tools, too much noise, not enough clarity. I break things down and rebuild them into something people can actually use. These days that also means using AI to handle the heavy lifting so teams can focus on decisions instead of digging through data.
Whether I’m designing learning programs, leading projects, or helping teams make sense of their work, the goal is simple: systems should work for people—not the other way around.
Outside of work, it’s more of the same. I like building things, chasing ideas, and getting into projects that start a little unclear and get better over time.
What I do
CX Systems Architect
Customer experience is not a map—it’s a system. I design and operationalize journey management frameworks that transform fragmented research into a continuous, decision-driving capability. By structuring insights, governance, and prioritization into a unified model, I enable organizations to move from static artifacts to living systems that influence product, operations, and strategy at scale.
AI-Enabled Insight & Automation
I connect customer experience directly to business outcomes. By linking insights to metrics like satisfaction, efficiency, and conversion behavior, I help teams prioritize what matters and execute with confidence. My work has driven measurable improvements in performance, reduced operational friction, and positioned CX as a core input into roadmap and strategy decisions.
Operational CX & Business Impact
I build AI-assisted pipelines that turn raw customer and stakeholder data into structured, actionable intelligence. From transcript ingestion and semantic clustering to insight classification and prioritization, my work reduces manual effort while increasing depth, accuracy, and speed of understanding. The result is a scalable engine for continuous discovery and smarter decision-making.
Story, music and games
I’m also a professional game master, which is a different kind of systems design.
It’s part storytelling, part improvisation, part reading the room. You build a world, set the rules, and then hand it over to a group of people and see what happens. No two sessions are the same, and the best moments usually come from something you didn’t plan.
I’ve had the chance to run games for people from all over the world. Different backgrounds, different perspectives—but once the game starts, none of that really matters. People find common ground quickly when they’re solving problems together, building a story, and having fun.
I also create ambient music under the name Halcyon Hum. It’s a slower, quieter kind of creative work—focused on mood, texture, and space. Where game mastering is collaborative and unpredictable, music is more introspective. Both are about shaping an experience and giving people something to feel.
At the end of the day, it all connects. Whether it’s a system, a story, or a piece of music, I’m interested in creating things people actually want to spend time with.
From the Portfolio
Just a few of my clients
