Senior Advisor and Board Director
Senior Advisor & Board Director
When boards and CEOs look for a senior advisor or director, they’re not looking for another voice in the room. They want someone who has run complex businesses, navigated disruption, and delivered measurable results. They want perspective shaped by experience—not theory. That’s what I bring.
Throughout my career, I’ve led global organizations at scale—transforming customer experience, embedding digital and AI strategies, driving operational efficiency, and expanding into new markets. My perspective comes from time spent in the C-suite, accountable for outcomes that mattered to shareholders, customers, and employees. Today, as a senior advisor and board member, I apply those lessons to help companies accelerate growth, strengthen governance, and stay ahead of disruption.
Board-Level Experience
Board-Level Experience That Matters
At Mastercard, where I served as EVP of Global Customer Care & Experience, I led an enterprise-wide transformation that delivered $300M+ in cost savings while improving customer satisfaction by 22%. More importantly, I aligned customer strategy with corporate priorities—demonstrating how operational investments could deliver shareholder value.
In hospitality, as President & COO of Southfork Management Company, I grew revenue dramatically, including a 500% increase in average daily rate (ADR) by rethinking the guest experience and repositioning operations. Earlier, at Western Union and American Express, I managed large-scale, multinational businesses spanning 200+ countries, balancing regulatory demands, operational complexity, and customer trust.
Across industries, my focus has always been the same: connect strategy to execution, unlock growth through customer insight, and deliver measurable business results.
What I Bring to the Boardroom
Boards need more than financial oversight—they need voices who understand customers, technology, and operations. That’s where I differentiate. I bring:
Operator’s Perspective
Decades of C-suite experience running global businesses and leading transformations at scale.
Customer Experience as Strategy
Deep expertise in turning CX into measurable loyalty, revenue, and long-term enterprise value.
Digital & AI Transformation
A track record of embedding AI and digital solutions that deliver ROI without reinforcing broken processes.
Risk & Governance Insight
Experience balancing regulatory, compliance, and reputational risk while driving growth.
Global Reach
Perspective from leading organizations in financial services, fintech, hospitality, travel, and SaaS across 200+ markets.
Executive Development
Mentorship for senior leaders navigating complex transitions, succession planning, and organizational growth.
A Distinctive Approach
My philosophy is anchored in a discipline I call “walking the property.” Too often, boards and executives rely on dashboards and reports without truly seeing what customers and employees experience. Walking the property means testing assumptions firsthand, identifying hidden risks, and uncovering opportunities.
As a board member or senior advisor, I challenge management to move beyond the metrics—asking the questions that expose blind spots and ensure strategy translates into real outcomes. This approach strengthens governance and creates a clearer line of sight between boardroom decisions and customer impact.
Proof Points
- $300M+ savings and 22% CSAT uplift through enterprise-wide transformation at Mastercard.
- 500% ADR growth in luxury hospitality through operational and experience redesign.
- Global operational leadership across fintech, payments, SaaS, travel, and hospitality.
- Multiple CIO 100 awards for AI-enabled transformation.
- Respected industry voice, serving as long-time advisory board member and keynote speaker at Customer Contact Week (CCW) and other leadership forums.
These results underscore my ability to align strategy, operations, and customer priorities—exactly what strong boards demand.
Why This Matters for Boards and CEOs
Boards today face unprecedented pressure. Customers are less forgiving, technology cycles are shorter, and reputational risks spread instantly. CEOs and directors need to be equipped with insight that connects market forces to execution on the ground.
That’s the value I bring:
- Helping boards understand how customer trust links to enterprise value.
- Guiding CEOs through digital and AI adoption that avoids costly missteps.
- Ensuring operational rigor and governance keep pace with growth.
- Providing a global perspective on markets, compliance, and competitive positioning.
Whether advising a private equity-backed company, serving on a public board, or supporting a high-growth firm, I bring the experience and judgment to help organizations grow responsibly and sustainably.
Closing Thought
The answer to “Why me?” is straightforward: because I’ve lived the challenges your company is facing. I know what it takes to transform, scale, and govern responsibly.
As a senior advisor and board member, I bring the operator’s lens, the strategist’s discipline, and the customer’s perspective—all in service of stronger governance and sustainable growth. If you’re looking for a board voice who asks the right questions, sees around corners, and knows how to connect customer experience to shareholder value, I’d welcome the conversation.