Let's talk
Hello , I'm Elizabeth! I build experiences that people actually remember
You know that sweet spot where strategy meets intuition, tech meets empathy, and everything just works? That’s the space I live in.
I'm a behavioral design nerd with a track record of turning clunky processes into seamless journeys and building support systems that scale with soul.
Some days I’m building innovative products, Other days, mapping frictionless customer flows, architecting support teams or blending behavioral psychology with automation to nudge better outcomes.

I’ve built zero-to-one products, led multi-country CX teams, nudged repayment behavior with psychology, and launched call centers that actually feel good to use. I believe good experiences are designed, not improvised, and that product and CX should always be in the same room.
So, if you’re building something that matters and want help making it make sense, scale, and feel better for actual humans, I’m your person.
I’ll bring the structure and strategy. You bring the caffeine. ☕🧩
What I actually do
CX Strategy & Journey Design
End-to-end service design, journey mapping, and experience fixes that make every interaction feel intentional (and delightful). Think onboarding, support flows, retention touchpoints, stuff that makes people stay.
Product Strategy & Lifecycle Ownership
Whether it’s just an idea or a product that’s already live but needs structure, I manage the full product lifecycle, from discovery to delivery to ongoing optimization.
AI + Automation, the Human Way
I help teams integrate smart systems and automation without losing the human in the loop. Chatbots, feedback loops, internal tooling - you name it, I’ve made it play nicely with people.
Behavioral Nudges & Experience Experiments
Using psychology to influence behavior the right way, from reducing churn to increasing subscriptions or making products and onboarding process stickier. I blend behavioral design with product to drive change that feels natural.
Data-Driven Strategy
Using customer insights to shape strategy and drive measurable business results through targeted improvements.
CX Team Building
Building customer experience teams from scratch, hiring top talent, and structuring workflows that make service feel effortless.
Bragging Rights
>1,000,000
Customers & Users Delighted
Real people, real impact, across products, platforms, and touchpoints.
>5
Products & Automations built
From napkin sketch to scaled solution, I’ve developed CX-led products and AI-powered automations that streamline ops, unlock revenue, and make support feel almost psychic. Whether it’s a full product lifecycle or a smart flow that saves your team 1,000+ clicks, I build with intention, data, and the end
7
Industries covered
FinTech, Renewable Energy, MarTech, Travel, AgTech, Media, E-Commerce - proving that great experience design transcends sectors.
8
Years
Crafting CX and Product systems that blend tech, data, and emotion; not just functional, but unforgettable.
>90%
Consistent Satisfaction Scores
High satisfaction scores aren’t luck, they’re the result of intentional design, empathetic service, and operational excellence.
3
Global Contact centers & Teams built from Scratch
End-to-end setup from Technology & Infrastructure, ops playbooks to culture-building, Hiring, Training and Scaling Rockstars, balancing efficiency with human-centered support.
Work that Worked
Project 1: simplecx
Title: From Prompt to Platform: Building Simplecx from Scratch
Role: Product Manager
Year: 2025
Type: SaaS / AI/ MarTech
🧠 The Problem
The team had a bold idea: what if one prompt could kick off an entire content campaign - copy, design, video, and all? But great ideas need great structure. There was no product, no roadmap, and no defined workflow to bring that idea to life; just a blank page and a big vision.
🔨 What I Did
  • Defined the product vision and core workflows in collaboration with design, marketing, and engineering
  • Scoped the MVP, wrote user stories, and structured the backlog in ClickUp
  • Collaborated with the design team to build wireframes and prototypes in Figma for each content creation flow
  • Built a Proof of Concept (PoC) to validate usability, prompt comprehension, and output quality
  • Designed early onboarding flows and behavior-based engagement nudges
  • Set up a structured feedback loop with early testers using API data and voice-of-customer inputs
📈 Results
  • MVP delivered and tested in under 12 weeks
  • 92% onboarding task completion rate during PoC
  • Surfaced 3 key friction points that helped us refine UX before launch
  • Laid the foundation for scalable multimodal creation without overwhelming users
💬 What I Loved
This was deep work, connecting design, AI, and workflow in one clean loop. It taught me how to simplify complexity without killing creativity. And that feedback-first product building? I’m never doing it any other way.
Project 2: GSMA Innovation Fund x Hello Tractor
Title: Designing Access: Bringing Farm Equipment Online with GSMA
Role: Project Manager, GSMA IF
Year: 2023-2024
Type: AgTech / Platform / Social Impact
🌾 The Problem
Farming in Nigeria already comes with enough uncertainty, unpredictable rainfall shouldn’t leave farmers stranded. Backed by the GSMA Innovation Fund, I helped lead the development of a weather-responsive tractor demand forecast tool, connecting smallholder farmers with tractors when timing mattered most.
We built a real-time system using GIS, mobile data, and rainfall patterns to forecast demand, optimize allocation, and give our booking agents the edge. But tech alone isn’t enough, so I also rolled out an SMS tool integrated with a weather advisory API, delivering timely updates to farmers in low-connectivity regions and helping them plan ahead before the rainclouds even rolled in.
🧠 What I Did
  • Led product development of the demand forecast tool, from idea to on-ground adoption
  • Designed smart agent flows that balanced urgency, literacy, and ease of use
  • Built and integrated an SMS notification tool that sent early weather warnings, empowering farmers to make proactive decisions
  • Partnered with engineering to embed geospatial data and rainfall predictions directly into booking logic
  • Trained booking agents and built feedback loops across stakeholders: farmers, tractor owners, agents, and operators
  • Focused on climate resilience, ROI for tractor owners, and real-world usability
📈 Results
  • Piloted climate-smart agriculture communications with farmers, delivering content to 3,541 farmers via SMS.
  • Deployed 152 tractors, which serviced over 2,425 hectares and supported farmers who previously lacked access to such equipment.
  • Deployed 152 tractors, which serviced over 2,425 hectares and supported farmers who previously lacked access to such equipment.
  • Created a replicable model for rural tech access with low friction
💬 What I Loved
This was product design without the luxury of luxury. Everything had to work, make sense offline, and feel intuitive for people whose needs are urgent, not just “interesting.” It was some of the most rewarding work I’ve ever done.
Project 3: ENGIE
Title: Behavior by Design: Nudging Better Repayments at ENGIE
Role: Customer Experience Designer
Year: 2019–2023
Type: Renewable Energy / FinTech / Off-Grid
💸 The Problem
ENGIE’s customers loved the product but not the repayment process.
These were off-grid communities where access to reliable electricity had always been out of reach. With ENGIE’s solar systems, they finally had power lighting homes, charging phones, even running small businesses. The impact was real and immediate.
But while the product changed lives, the repayment model wasn’t landing. Defaults were rising, and traditional nudges like Call & SMS reminders felt impersonal, even intrusive. People didn’t hate paying , they just didn’t feel connected to the process.
So we asked: What if repayment didn’t feel like bills… but progress?
🧠 What I Did
  • Applied operant conditioning principles to redesign the repayment journey
  • Created a tiered rewards program that reinforced early payments
  • Used behavior segmentation to tailor nudges and escalation tones
  • Partnered with finance to automate reward triggers and milestone badges
  • Designed reinforcement loops using text messaging, IVR nudges, and in-app prompts
  • Tracked changes in repayment cycles and default frequency over time
📈 Results
  • Default rate dropped by 22% within the first 90 days
  • Increased “on-time” repayment behavior in the riskiest customer segments
  • 35% boost in multi-month streak payments
  • Significantly improved engagement without adding punitive pressure
💬 What I Loved
Behavior is a design problem. We didn’t just build a flow, we shifted habits, reshaped mindsets, and helped people succeed without shame or stress. The result? A measurable uptick in repayments, a drop in PAR, and a customer base that felt supported, not chased.
It wasn’t about pushing harder. It was about understanding the real lives behind the data… and meeting people there. That’s the kind of work I want more of.
Professional Experience
1
Retink | Product Manager
Led development of Simplecx, an AI powered tool for multimodal content creation, coordinated with design for interactive prototypes, and managed cross-functional collaboration between teams.
2
Magnum Insight | Head of Customer Experience
Launched and scaled the CX function across two countries, building systems, teams, and automation that reduced response times by 91% and improved retention. Rolled out CRM, restructured service delivery, and aligned operations with real human experience—inside and out.
3
Hello Tractor Inc | Lead, Customer Success & Customer Support, Project Manager
Built Nigeria’s national CX operation from scratch, supporting thousands of users and automated customer lifecycle pipeline for West African customers. Designed onboarding flows, launched a field-informed support model, and managed a GSMA-funded product that increased access to tractor implements by 40%, real tech, real people, real impact.
4
ENGIE Energy Access | Customer Experience Designer
Used behavioral psychology to design end-to-end experiences and products that worked. Applied operant conditioning, gamified rewards, and emotional tone mapping to reduce loan defaults by 22% and shift user behavior without pressure or punishment.
Technical Toolkit
Project Management, Design & Prototyping
Jira, ClickUp, Figma, Balsamiq, Miro, MixPanel, Hotjar, Firebase
CX & Collaboration
Zoho, Hubspot, Tidio, Freshworks, Slack, Discord, Microsoft Office, Google Workspace
Data Analytics & Visualization
SQL, Preset, Tableau, Power BI, Microsoft Excel, Google Sheets
Building something brilliant? Bring me in
Coffee Chat
LinkedIn
Made with