TL;DR version of my CV
I'm a Senior Conversational AI Designer working at the intersection of customer service transformation and applied AI. Currently in LivePerson's Strategy Team, advising enterprise clients on how to modernise their contact centre operations and get real value from conversational and agentic AI.
Before this, I was Creative Lead for Google Assistant's Turkish launch — building the product's voice and personality from scratch, reaching 200M+ views in four months. And before that, a Creative Director at international agency networks, working on Apple, Coca-Cola, Land Rover, HSBC.
I've led discovery workshops, designed omnichannel service journeys, built RAG-optimised knowledge bases, and shipped agentic AI workflows across luxury retail, fintech, automotive, telco, and healthcare. My team won Google's Build-an-Agent Contest.
I help organisations navigate what it actually means to transform customer service in the agentic era.The places I worked…
January 2021 – Present Senior Conversational AI Designer – LivePerson (Strategy Team)
Headhunted into LivePerson's Strategy Team, working with enterprise clients to design and deliver customer service transformation programmes. I assess current contact centre capabilities, identify automation opportunities, and design the future-state AI solutions needed to improve customer experience and operational efficiency — across containment rate, AHT, and CSAT.
Clients include Net-A-Porter/YNAP, Michael Kors, Burberry, HSBC, Capitec, FDJ United, Kia, Jaguar Land Rover, TalkTalk, NewDay, Coinbase, South West Water, Paddy Power, The Hard Rock Hotels, The AA and many more.
Day to day: leading discovery workshops, mapping customer and agent journeys, designing omnichannel self-service flows, architecting RAG knowledge bases, and building agentic workflows on LivePerson AI Studio and connected LLM platforms.
April 2019 - January 2021
Senior Product Designer - Babylon Health
Headhunted to lead voice and chat AI design for one of the highest-stakes conversational AI environments — medical-grade triage and symptom-checking where agent output accuracy has direct clinical consequences.
Established guardrails, safety frameworks, and content standards for AI interactions. Built the design principles and style guide adopted across the whole team. Worked closely with engineering and product to bring clarity and trust to complex diagnostic experiences.
Feb 2018 – March 2019
Creative Writer - Google Assistant Personality Team – Google
Headhunted by Google to own the creative and content strategy for Google Assistant's Turkish market launch. Built the product's voice, personality, and dialogue from the ground up.
The launch reached over 200 million views in four months. Led user research, social listening, and data analysis to identify content gaps and inform product decisions — reporting findings to cross-functional stakeholders across Policy, Data, Marketing, Engineering, and Partnerships.
Aug 2017 – Feb 2018, Senior Copywriter
TBWA\Media Arts Lab London
MAL bridges the gap between in-house and external agency. It is Apple, embedded in TBWA / Worked for Apple integrated marketing communications in collaboration with the Apple Turkey Marketing Team, Media Arts Lab LA and the London production team / Originated creative ideas, and transcreated humor, slang, nuance, double meanings and specific tone of voice, between languages of a very different structure and syntax / Ideated original local campaigns and productions whilst adhering to, and championing Apple’s Global Design Playbook
May 2017 – Present Co-founder & AI Advisor – The Liberty Guild
Co-founded a global distributed creative agency with 500+ award-winning creatives across 37 countries — clients include Heineken, Nestlé, M&S, and Brompton.
Now advising the leadership team on AI strategy — how it's reshaping the creative industry and how the business should adapt.
Sept 2014 – Apr 2016
Creative Director – Vietnam Advertising (local market hot shop)
Recruited then managed & motivated multidisciplinary team (art/copy/design/prod/strategy) to deliver results / Delivered creative and strategic integrated solutions / Project management/ Strategy/Copywriting/Production for local and global brands (for Middle East, Africa and Russia) / YouTube Ads Leaderboard winner 2015. The commercial for Coke delivered 20M YouTube views, countless copycat films, 45M media impressions, 99 minutes of earned airtime and 18,000 column inches of exposure / First brand to really go large on Tinder in TR
Apr 2013 – Sept 2014
Creative Group Head – Grey
Management and motivation of a broad multi skilled integrated team (art/copy/digital/design/prod/strategy) / Multiple international assignments / Worked directly with clients in order to understand the needs and to deliver the right solution / Project management/Strategy/Film Writing/Film Production for global brands such as Duracell, Pantene, Fairy, Febreze / Won Crystal Apple Award for P&G Fairy commercial.
Oct 2007 – April 2013
Senior Copywriter –Young and Rubicam
Project management/Strategy/Film Writing/Film Production on brands such as; Vodafone, Burger King, Land Rover, Danette/Danone, Protex, Huggies
Freelance Copywriter & Creative Director
Wrote the first genuine ‘content’ series in Turkey to launch the Ford Fiesta (2008). It raised consideration from 17% to 61%, brand personality scores doubled, 85% of viewers liked it and it was the subject of a thesis for a PhD.