James Durling, MBA
Strategic Leader in Innovation & Customer Experience.
Transforming contact centre operations through AI, biometrics, and strategic vision to enhance global service delivery.
What I Do Best
01.
AI & Automation Strategy
Specialize in architecting AI-driven solutions that streamline operations and elevate service quality.
02.
Voice Biometrics & Authentication
Expert in designing seamless biometric authentication journeys to enhance security with minimal friction.
03.
Operational Efficency & Transformation
Drive large-scale transformation initiatives to optimise processes and realise cost savings.
04.
Change Management
Apply Prosci ADKAR and Lean Six Sigma principles to drive adoption, minimize resistance, and embed new processes seamlessly.
05.
Project Management
Leverage PMP, PMI-ACP, and Scrum frameworks to deliver complex, multi-stakeholder initiatives on time and within budget.
06.
Cross-Functional Leadership
Build and lead diverse, high-performing teams to execute strategic initiatives in complex environments.
07.
Agile Methodologies
Champion agile frameworks to foster collaboration, adaptability, and faster time-to-market.
08.
Client Experience
Design cohesive customer journeys across voice, chat, and digital channels for a unified experience.
Experience
About Me
Hi, I’m James. I turn strategy into action and vision into results.
I’m a technology-driven leader with 20+ years of experience across financial services, academia, and telecommunications. From launching cutting-edge AI initiatives to streamlining voice biometrics authentication across international markets, I specialize in transforming operations to maximize impact.
With an MBA in Management & Change from Carleton University and multiple agile and change management certifications, I bring both strategic foresight and executional rigor to every challenge. I thrive on harnessing data-driven insights and emerging tech to empower high-performing teams and elevate customer experiences.
Outside the boardroom, you’ll find me running long distances, mentoring future leaders, and giving back to my community.
Age isn't a roadblock but a vantage point; years are chapters that embolden your ambition, and time only refines your vision - every step toward your dream carries the polish of experience.
