Seeing the Bigger Picture and Fixing What’s Broken
I diagnose and improve the systems behind the customer experience; turning recurring breakdowns into structured, scalable solutions for customers, teams, and the business.
What I Do
I find where things breakdown across operations, support, and communication, and fix the root cause instead of patching the surface issue.
- Diagnose recurring issues and hidden inefficiencies
- Redesign workflows for clarity and consistency
- Turn customer and operational data into actionable insight
- Build processes that reduce friction and scale effectively
Fix the System, Not the Blame
One of my earliest professional lessons came from a well-worn notebook. I was new to a wine agency in Scotland, and I’ll be honest, I was getting a lot wrong. Instead of getting frustrated, my manager would sit with me (and a glass of wine) at the end of the day and we’d go through “The Book” – a running list of issues, errors, and breakdowns.
Most of them weren’t just my mistakes. They were fixable failures in process, communication, and clarity. That experience taught me something I’ve carried with me ever since:
When things go wrong, look at the system – not the scapegoat.
The Common Thread
Since then, I’ve worked across customer service, logistics, fulfilment, and DTC operations in the wine industry: three countries, countless time zones, one consistent thread.
I make things smoother, for customers, for colleagues, for the business.
To me, “customer” isn’t just the person placing the order. It’s the colleague I support, the vendor I collaborate with, the driver I coordinate with, and the wine lover on the other end of the line. Every one of them deserves context, follow-through, and a little more ease.
Let’s Connect
If you believe great experiences are built at the intersection of people and process, or you just want to chat about how to make the wine journey more intuitive, human, and efficient:
Cheers. I’d love to hear from you.
— Ian