Van Cleef & Arpels

Manual processes created inefficiency and reporting delays across boutiques.

Led process mapping & AI tooling integration with leadership and staff.

• Interviews, audits, observation
• Copilot-assisted workflow redesign
• Automation for repetitive tasks

• Standardized workflows
• Faster, accurate reporting
• Real-time performance feedback

• Manual errors ↓ 25%
• Operational task time ↓ ~50%
• Better decision speed & accuracy

AI + service design turned bottlenecks into scalable systems.

Changes lacked structured feedback, slowing adoption.

Built channels for ongoing staff/leadership input and iteration.

• Usability sessions & ops reviews
• Cycle-based updates & documentation
• Cross-team communication rituals

• Living feedback mechanisms
• Iterative refinement of workflows

• Annual audit averages ↑ to 96%
• Reduced rollout friction; higher adoption

Embedded feedback sustains quality and consistency.

Subtle friction in store and client interactions went unseen by standard audits.

Applied UX research to uncover and remove operational pain points.

• Interviews & observation
• Usability testing of tools/processes
• Synthesis into recommendations

• Improved client-facing workflows
• Scalable operational improvements

• Errors ↓ 25%
• Higher staff satisfaction
• More consistent client journeys

Operations improve when you study them like products.

Digital tools weren’t fully aligned with in-store needs and strategy.

Partnered with leadership to align tooling with experience goals.

• Strategy workshops
• Client journey mapping
• Cross-functional implementation

• AI-powered tools aligned to daily ops
• Streamlined processes across touchpoints

• Task time ↓ ~50%
• Faster reporting & better decisions
• Elevated client experience

Alignment across tools, people, and service wins in luxury.