My Services
The CX and EX Challenges I Tackle
In fast-moving organisations, even the best-intentioned initiatives can miss the mark when they don’t start with a clear understanding of the people they’re designed for. Whether it’s a new digital product, a process change, or a customer transformation, experience gaps often emerge — resulting in low adoption, fragmented journeys, and missed business outcomes.
I help businesses address these challenges by combining strategy, design, and adoption to create experiences that work — for customers, employees, and organisations alike.
Let’s Solve Your CX and EX Challenges Together
Every business is unique, which is why I create tailored customer and employee experience solutions to meet your specific needs. Explore a range of services designed to deliver impactful results, foster stronger relationships, and drive meaningful engagement across all touchpoints—both for your customers and your employees
1. CX Strategy & Vision Development
Establish a clear, strategic vision that aligns customer experience with your business objectives. I work with leadership teams to define a future-focused CX vision that drives both growth and customer satisfaction.
Sample Activities
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Facilitating stakeholder workshops to set CX goals
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Conducting competitive analysis to identify CX opportunities
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Crafting a cohesive CX vision statement
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Aligning CX vision with broader business objectives
2. AI Product Strategy & Design
Bring new AI products to life — from concept to roadmap — through an experience-led strategy that connects user needs with business goals. I help organisations define how AI can create real value, guiding product direction, user experience priorities, and measurable impact. Acting as a proxy product owner or lead strategist, I bridge the gap between business, technology, and design teams to ensure every decision is grounded in user insight and business relevance.
Sample Activities
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Shaping the product vision and defining key AI use cases
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Leading discovery workshops to understand user needs, frustrations, and motivations
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Translating insights into product functionality, design priorities, and roadmap recommendations
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Partnering with UX/UI and data science teams to align experience design with business outcomes
3. Understanding Customers
Gain a deep understanding of your customers through detailed research and persona development. I help uncover key insights that inform personalised and impactful CX strategies.
Sample Activities
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Conducting qualitative and quantitative customer research
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Creating detailed, data-driven personas
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Identifying customer needs, pain points, and motivations
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Mapping customer journeys to highlight key touchpoints
4. Design Thinking & Innovation Workshops
Utilise Design Thinking to foster innovation and tackle complex CX challenges. I facilitate workshops that encourage creative problem-solving and collaborative ideation.
Sample Activities
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Hosting Design Thinking workshops to address CX problems
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Guiding ideation sessions to generate innovative solutions
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Prototyping and testing new concepts
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Facilitating cross-functional collaboration for a holistic CX approach
5. As-Is To-Be Journey Mapping
Visualise your current customer journey and outline a desired future state that eliminates friction points and enhances customer satisfaction. This service ensures that every step of the journey is optimised for a seamless experience.
Sample Activities
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Mapping current customer journeys to identify friction points
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Defining an ideal future-state customer journey
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Recommending improvements for a seamless transition between touchpoints
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Prioritising key actions to close experience gaps
6. CX Strategy Prioritisation & Roadmapping
Develop a prioritised CX roadmap that aligns with your business goals. I help you focus on initiatives that solve the most pressing customer problems and deliver the highest value, ensuring that resources are directed towards impactful solutions.
Sample Activities
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Identifying key customer pain points and areas for improvement
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Evaluating and ranking initiatives based on customer impact and business value
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Developing a phased action plan to address the most critical challenges first
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Continuously assessing and adjusting priorities as customer needs evolve
7. EX Strategy and Vision
Develop a comprehensive employee experience (EX) strategy that aligns with your company’s culture, values, and business objectives. I work with leadership teams to create a future-focused vision that enhances employee engagement, productivity, and satisfaction, ensuring that employees are empowered and supported at every touchpoint.
Sample Activities
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Facilitating workshops to align EX goals with organisational values.
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Conducting employee feedback analysis to uncover key areas for improvement.
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Designing employee journey maps to address key pain points and opportunities.
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Creating a cohesive EX strategy that integrates with broader business goals.
8. Adoption Strategy and Implementation
Drive successful adoption of new products, processes, or technologies through an experience-led approach that makes change intuitive and sustainable. I design strategies that connect user needs with business outcomes — ensuring people understand, embrace, and sustain what’s new.
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Defining adoption goals and success metrics
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Identifying barriers, motivations, and enablers through user research
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Designing engagement plans that drive awareness and confidence
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Partnering with product, change, and learning teams for seamless rollout
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Measuring adoption and iterating for continuous improvement
My Work
Curious about my past work? Explore detailed case studies to see how I’ve tackled CX challenges for other clients or download my portfolio.
Trusted by leading brands to deliver impactful
customer experiences.
