Khayyam Lasi

Khayyam (Khay) Lasi leads the journey management program at Autodesk. His path to get here hasn't been a straight line. He started out in actuarial science, but quickly figured out that while he loved systems and solving problems, what really lit him up was understanding people and helping them work through messy, complicated stuff.

That curiosity first showed up in customer support. And over the next nine years Khay went from being a customer support agent to the Head of Experience at a Toronto startup. Service Design discovered Khay when he got a job at Scotiabank as a Senior Manager for Customer Journeys. Back then, powerpoints were used to create the perfect, prettiest, non-functional journey maps!

These days, Khay blends sharp analytical thinking, service design, operational know-how, and a lot of empathy to help teams build journeys that are actually useful, doable, and accountable. He's all about the behind-the-scenes stuff that makes journey management work: governance, journey altitudes, taxonomies, shared ownership, insights, opportunities, solutions, and reporting. Part coach, part systems thinker, part practice builder, Khay loves turning journeys from static documents into a real, connected way of working.