Human-centered systems & experiences
I work across customer experience, operations, programs, content and community, connecting the pieces that don’t always fit neatly into one role.
The intersection
Because what happens behind the scenes eventually shows up in the customer experience.
“Customers keep asking the same question.”
Maybe the support process, onboarding or content needs attention.
“Customer feedback is piling up.”
Maybe you need a system for capturing, organizing and acting on it.
“Content is always last minute.”
Maybe the real problem is the workflow behind it.
“Your onboarding feels inconsistent.”
Maybe you need better communication AND better internal processes.
“Everything lives in your head.”
Maybe it's time to document and build systems around what you've created.
That’s the gap I like working in.
How I can help
Processes are messy, work is falling through the cracks, information is scattered, or the business has outgrown the way things have always been done.
Something in the customer journey needs attention.
There's an initiative you want to launch but you need help turning it into something workable.
You don't necessarily need another full-time hire. You need someone experienced who can step in, figure things out and move work forward.
Not sure which category your problem fits into? That’s kind of the point. Tell me what’s going on and we’ll figure it out. Looking for customer experience help specifically? See how I approach CX →
About Paola
I’ve spent more than a decade working close to customers, members, communities and teams, while also building the systems, programs, processes and content that support them.
Over the years, I realized that most of my work has happened in the gaps between traditional functions: customer experience and operations, community and insights, content and programs, people and systems.
I’m a generalist by nature. I like understanding what’s happening, connecting the dots, creating structure and helping make things easier for both the people doing the work and the people experiencing it.
CX • Operations • Programs • Content • Community
People + systems, always.
Consider the person on the other side of the process.
Make complicated things easier to understand.
Ask questions before jumping to solutions.
Build things people will actually use.
Good systems should make work easier for humans, not harder.
I share practical ideas about the intersection between people, systems, operations and customer experience.
You don’t need to know exactly what kind of help you need before reaching out. Tell me what’s happening, what’s getting in the way, or what you’re trying to build.
Let’s figure it out.