Gus Higgins
Helping teams deliver results —
without the chaos.
Change Management · Process Improvement · Operations · Agentic AI
About
Operational clarity, delivered.
I'm a process improvement and operations consultant with 15+ years driving customer experience operations, change management, and service delivery excellence in fast-moving tech environments.
Over the last year I've moved beyond advising into building — operationalising agentic AI tooling, custom workflows, and automation pipelines that have identified many productivity gains.
With experience across multiple global NASDAQ listed companies, spanning customer experience, operations, cloud delivery, change management, and service excellence. Bilingual in English and Spanish, based in APAC and available globally.
What I help with
Clear offering. Real results.
Process Improvement
Map, redesign, and streamline operations to remove friction and deliver consistent results — from workflow audits to governed Jira pipelines.
AI Workflow Automation
Identify, build, and operationalise AI use cases with quantified time savings — from agent engineering to MCP integrations and Python pipelines.
Change & Stakeholder Management
Drive adoption across complex, multi-region organisations — building trust, managing resistance, and embedding change that sticks.
Atlassian Suite
Deep administration and REST API expertise across Jira, JSM, Confluence, and Rovo — building tooling that fits how your team actually works.
Skills
Deep expertise. Broad reach.
- Change Management
- Process Improvement
- ITIL Foundations
- Stakeholder Alignment
- Risk Mitigation
- Adoption Strategy
- Agentic AI Engineering
- MCP Server Development
- Prompt & Context Engineering
- Python Automation
- REST API Integration
- AI Productivity Delivery
- Programme Management
- Global Team Leadership
- CX Operations
- Cloud Delivery
- Client Onboarding
- Bilingual (ES / EN)
- Jira Administration
- Jira Service Management
- Confluence
- Rovo Agent Development
- Atlassian REST APIs
- Workflow Design
Certifications & Training
Credentials & education
Experience
15 years. Outcomes first.
- Delivered 11% team productivity uplift through 10+ operationalised AI use cases
- Built and deployed a Jira Rovo conversational agent for CX release management
- Authored a shared library of reusable AI agents, slash commands, and instruction templates
- Deployed a multi-language enablement site (11 languages) for AI role playbooks
- Designed a 5-stage governed Jira workflow replacing a fragmented manual process
- Sole APAC representative for change across Customer Success, Professional Services & Support
- Transitioned and grew global Change team to 1,000+ employee CSX organisation
- Built trusted relationships with 20 CSX regional leaders across APAC and global
- Led comprehensive change strategies across CS, PS, Support, and Education
- Promoted to Senior Change Manager following Cisco acquisition in 2024
- Spearheaded cloud service delivery for a leading banking software provider
- Led client onboarding and systems training for Core Banking solutions in APAC
- Authored strategic project frameworks aligned to client goals
- Led a multi-location team supporting banking, wealth management, and mortgage software
- Refined ITIL processes for incident management and client onboarding
- Maintained production issue resolution within SLAs across three regions
- 1st level operations support for Coin financial planning software
Let's work together
Ready to get started?
Whether it's fixing a process, shipping a Jira workflow, or building your first AI agent — reach out.