I spearheaded a data-driven transformation within a highly regulated government telecommunications environment. Leveraging open-source tools, I implemented a novel approach to enhance customer journey handling, significantly improving user experience (UX) and customer experience (CX). This innovative solution bypassed traditional, often expensive vendors, proving its effectiveness in a cost-conscious setting.

My contribution extended beyond technology. I championed a holocratic team structure, fostering agile methodologies and Kanban boards. This enabled a dynamic, voluntary work allocation based on team members' strengths, maximizing efficiency and employee engagement. Initially met with resistance, the project's success – including the creation of a trusted, data-driven dashboard for upper management – led to its nationwide and even worldwide adoption. My role as a top contributor was recognized for its impactful blend of technical expertise and collaborative leadership.