Kuldeep Bahia
Founder & Director Positive Experience Design Behavioural Science & Cx @Pen Helix Ltd
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WORK HISTORY
Founder & Director Positive Experience Design Behavioural Science & Cx @Pen Helix Ltd
Windsor, CA
When I left Oracle in 2021, I didn\'t just retrain — I built something I\'d been developing since 2009.PEN Compass is a proprietary psychometric platform combining positive psychology, behavioural science, and a bespoke strengths algorithm. It profiles individuals and teams, maps relational dynamics, and identifies where the human architecture of a system is working against its own goals — predicting where conflict will emerge and what to do about it before it does.The underlying model was first developed with enterprise clients including BT and Avaya. This period was about proving it under real operational pressure — delivering team diagnostics, relational frameworks, and CX service journey mapping for organisations navigating complex change.What emerged was a coherent behavioural framework with two application tracks.In the organisational and CX space, it became the foundation for Positive Experience Design — the relational and human layer that AI implementation and CX orchestration strategies consistently miss. The question I bring to that space isn\'t which platform to deploy. It\'s why the human condition it\'s landing in hasn\'t been designed for.In the SEND education and health space, the same framework became the PEN Method — a co-regulation model that treats the adult relational state as the primary variable in child outcomes. Currently in active development with an evidence base being built toward LA and NHS commissioning.Same architecture. Different contexts. The same fundamental argument: you cannot engineer your way to a good outcome if the relational condition underneath it hasn\'t been addressed.EMCC Global Individual Accreditation (EIA) Senior Practitioner.PG Cert Applied Positive & Coaching Psychology (Distinction), UEL.
EDUCATION
Bayes Business School
Executive MBA (Distinction)
University of East London
Postgraduate Certificate, Applied Positive Psychology & Coaching Psychology
London Metropolitan University
CIM PG Cert, CIM Marketing PG Cert
University of Sussex
2:1 BSc Hons, Experimental Psychology
ABOUT KULDEEP BAHIA
I\'ve spent twenty years watching technology land well or badly — and the difference was rarely the technology. It was the relational condition it landed in. The human on the other side of the interaction. The employee trying to deliver through a system that wasn\'t designed around how people actually work. The customer whose experience was orchestrated but never felt. I built my career in enterprise CX — contact centre transformation, CCaaS migrations, AI-enabled service design — across BT, Avaya and Oracle. I closed complex, multi-million pound contracts with FTSE-100 retailers, major UK banks and global financial services firms. I was good at it. But what I was really doing, in every account, was finding the relational gap between what the technology promised and what the human experience delivered — and building the case for closing it. In 2021 I left enterprise sales and built something I\'d been developing since 2009. A proprietary strengths-based behavioural platform — combining positive psychology, behavioural science and a bespoke algorithm — that profiles individuals and teams, maps relational dynamics, and identifies where the human architecture of an organisation is working against its own goals. I paired it with a journey mapping methodology that puts the relational factor back at the centre of experience design: not as a soft add-on, but as the variable that determines whether any intervention — human or AI — actually works. I call this Positive Experience Design. It\'s the application of a simple but poorly understood truth: you cannot orchestrate your way to a good experience. Frictionless is not the same as felt. And in a world where AI is being deployed at scale into customer and employee journeys, the organisations that will get the most from it are the ones that understand the human relational condition it\'s landing in. My current work is focused on the SEND education and health space, where I\'m applying this framework as the PEN Method — building the evidence base for a co-regulation model that treats the adult relational state as the primary variable in child outcomes. The rigour I\'m bringing to that context is the same rigour I applied to enterprise accounts — just aimed at a problem the system has never had a framework for. I remain available for senior consultancy in the CX and AI-enabled experience space — particularly where the question isn\'t which platform to deploy, but why the last one didn\'t deliver what it promised. If that\'s the conversation you\'re having, I\'d welcome it.
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