Touchline — Guide by the side.

I help organizations understand people, align teams, and turn insight into better experiences.

My work sits at the intersection of service design, facilitation, program delivery, and organizational change.

How I show up

Make sense of the mess.

I help teams see what's really happening,
make sense of it together, and find a way forward.

Three ways I can help

Structured facilitation for high-stakes moments

When to call: Strategic kickoffs, quarterly pivots, conflicting roadmaps, or cross-functional deadlock.
How we work: Multi-day facilitated working sessions using human-centered design frameworks.
What you leave with: Clear decision log, prioritized next steps, and genuine team buy-in.

Making complex customer journeys visible

When to call: Launching new offerings, untangling messy touchpoints, or redesigning customer experiences.
How we work: Customer journey mapping, stakeholder research, and end-to-end service blueprints.
What you leave with: Shared visibility of friction points, front-to-back operational alignment, and prioritized fixes.

Intentional rituals, clearer handoffs, better flow

When to call: Post-reorg friction, hybrid team disconnects, ritual fatigue, or tooling sprawl.
How we work: Team retrospectives, workflow audits, and interactive design-thinking workshops.
What you leave with: Leaner meeting cadences, clearer handoffs, and working team agreements.

Background

Organizations I've helped guide

3M · Mars Wrigley · Shell · Coca-Cola · SAP

Something feel stuck, messy, or harder than it should be?