In.Li.
In.Li.
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AnywhereWorks — Strategic Product Design Leader

Cross-Functional Velocity: Transforming Disconnected Product Silos into a Predictable, Customer-Aligned Performance Asset, resulting in a 23% Increase in Automation Efficiency

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Overview

My mandate was to resolve the internal systemic chaos causing friction between Design, Engineering, and Operations across Teleport and ChatSupport. I acted as a cross-disciplinary strategist, tasked with bringing order to complexity and ambiguity. This involved creating a unifying language and a single, transparent delivery system to shift the focus from fragmented, assumption-based activity to commercially aligned, outcome-driven execution

✔️ Process Simplicity (Anti-Clutter)
✔️ Streamlining Complex Processes
✔️ Customer Empathy Integration
✔️ Cross-Functional Influence & Alignment
✔️ Risk Reduction & Predictable Execution

The Problem

The product development lifecycle suffered from inherent conflict rooted in coordination failure. Teams were operating on isolated assumptions, resulting in unclear pipelines and inconsistent handoffs—a scenario where “everything looks the same” because no shared language existed. This systemic friction slowed time-to-delivery and created organizational cost exposure due to high-effort output lacking necessary customer validation.

What I Did

  • Customer-Centric Alignment Layer
  • Introduced mechanisms to pull live customer expectations and insights directly from AnswerConnect agents.
  • This created a concrete, external standard that eliminated internal assumptions and unified teams around a shared, behaviour-led planning truth.
  • Pipeline Simplexity & Standardization
  • Redesigned the delivery process (research → design → dev → QA) to be less abstract and more readily understandable by all stakeholders.
  • The resulting standardized flow replaced the "game of Telephone" and established predictable delivery cycles.
  • Design-to-Dev Handoff Clarity
  • Directly mitigated the Curse of Knowledge by implementing rigorously specific documentation (behaviour specs, acceptance criteria).
  • This ensured engineers and designers used a universal, concrete language for implementation, eliminating translation friction and lowering implementation risk.
  • Strategic Roadmapping & Focus
  • Shifted planning toward value-led prioritization to overcome decision paralysis caused by competing priorities.
  • Focused the organization on high-ROI projects and provided leadership with full-stack clarity, reducing friction and ensuring effort was dedicated only to commercially valuable outcomes.
Commercial Outcome
Delivered 23% increase in automation efficiency within the next-gen CRM system.
Velocity & Control
Reduced time-to-delivery and improved internal control over project timelines.
Strategic Confidence
Improved data visibility and systemic clarity, resulting in higher leadership confidence in product direction.

Strategic Value Delivered

I transformed a complex operational environment into a system of reliable execution, ensuring that all product work was strategically aligned and focused on value. By applying systems transformation methodology to solve the problem of organizational ambiguity, I accelerated product velocity, substantially reduced business risk, and converted design delivery into a predictable, measurable engine of company growth.