Senior CX Strategy & Design Consultant
I partner with organisations to solve complex customer experience challenges, shape digital and service experiences, and turn customer insight into strategic direction.
Fractional leadership · Part-time engagements · Ongoing retainers
Organisations I've worked with
Where I help
Customer experiences are fragmented, customer needs are not well understood, or digital and service experiences are not meeting expectations. I help you see what is happening, find the opportunities and settle on a practical strategy for improvement.
I bring experienced strategic thinking and design leadership to guide initiatives, align stakeholders and help teams move important work forward.
I bring a human-centred perspective to digital transformation, service improvement and emerging opportunities, so decisions are informed and ideas turn into action.
Services
Research shows what customers need. Strategy decides where to focus. Design turns both into better experiences. Use each on its own or combine them in a broader engagement.
Understand
Customer needs, behaviours and experiences, so decisions rest on evidence.
Decide
A clear view of the current experience and a practical direction for improving it.
Build
Human-centred design applied to digital and service experiences.
Also available: human-centred AI opportunity assessments for organisations deciding where AI can improve the customer experience.
Ways to work together
Most of my work is ongoing, with a partner who knows your organisation and supports your priorities as they change. Projects sit alongside that for defined challenges.
Ongoing
Regular access to senior CX strategy and experience design expertise, for organisations that do not need a dedicated fractional lead.
Embedded
Strategic direction and design leadership without a permanent full-time role.
A typical week
Defined
Focused expertise for a specific challenge with clear scope and deliverables.
Fees depend on scope, responsibilities, time commitment and duration, so I do not publish a rate card. Engagements can be combined, and a project often grows into a retainer.
Discuss an engagementWhy work with me
Across customer experience, strategic design and digital experiences.
Seven to eight years of design leadership, including in enterprise organisations.
One practitioner who can move from customer insight to practical experience design.
Comfortable with ambiguity, and practised at aligning stakeholders.
A human-centred approach that connects what customers need with what the organisation is trying to achieve.
Flexible access to senior expertise without a full-time appointment.
Who I work with
Heads of CX, design and product, digital and transformation leaders, and programme directors with important initiatives and not enough senior capacity. They need experienced support to understand customers before investing, and to turn research into action.
Suits: retainer or fractional
Firms that need a senior practitioner for complex client work: discovery, research, strategy, stakeholder facilitation or design leadership on a programme. Flexible specialist capacity without a permanent hire.
Suits: retainer or project
Businesses building their digital products, services or customer experience who want strategic guidance now and are not ready for a full internal team. A steady monthly arrangement keeps experienced judgement close.
Suits: monthly retainer
How it starts
We talk through what you are working on, where you need support and whether a retainer, a fractional role or a project fits.
I propose a scope, time allocation and fee based on the responsibilities involved and how long you need me.
We begin, with regular reviews so the arrangement keeps meeting your organisation's needs.
I work alongside your leadership, product, design and delivery teams, remote-first, with time on site when it adds value. The aim is an ongoing relationship, not one-off design production.
Experience
Sectors
Selected work
Challenge
A national retailer was planning an experience transformation with no agreed view of where improving the customer experience would pay off most.
My role
Principal Experience Strategy Designer, shaping the experience strategy and transformation roadmap on a consulting engagement.
Approach
Customer research and experience assessments exposed where journeys let customers down. Journey mapping and a value range for each opportunity made them comparable, and stakeholder workshops turned the findings into shared priorities and a sequenced roadmap.
Outcome
$22.5M to $41M in annual recurring value opportunities identified, and a ranked, evidence-based roadmap showing where to invest first. Leaders had a shared, defensible basis for sequencing the transformation.
Experience strategy carries weight when it speaks the language of the business case.
Challenge
A group of consumer and trade brands was investing in digital transformation and needed customer evidence to guide where to invest.
My role
Customer Experience Lead, leading the CX strategy and research team across the group's brands.
Approach
Qualitative research, customer behaviour analysis and iterative testing, with journey mapping, alongside product, marketing, technology and business teams. We produced experience frameworks, roadmaps and a central design system.
Outcome
On the consumer eCommerce site, conversion rose 40% and bounce rates fell 25%, contributing about $1M in annual revenue uplift. Research for the trade transformation was followed by a 20% rise in repeat orders and a 15% rise in Click & Collect adoption.
Research leadership can sit directly behind commercial outcomes.
Challenge
A university wanted to understand how AI-enabled tools and services could improve experiences for students, educators and professional staff.
My role
Senior HCD Principal, leading human-centred design strategy for the university's AI capability project.
Approach
Research with students, educators and staff to find where AI would help. Co-design workshops with AI specialists, academics, data scientists and technologists to prototype and validate future services, with approaches to keep solutions ethical, transparent and inclusive.
Outcome
A complex AI strategy became human-centred experience frameworks and implementation recommendations, and teams adopted design thinking and service design practices.
Human-centred design can ground AI investment in real needs while keeping it responsible.
Contact
Whether you need fractional design leadership, ongoing strategic support or an experienced partner to move a specific initiative forward, I’d welcome a conversation.
Tell me about your organisation, what you’re working on and where you need support.
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