STARVE THE BARDS?
Because in the end, people don't want to read to get stuff done. Like in the movies: Show, don't Tell.
This is a reminder to myself and others to starve ourselves of bloated prose and explanations - make it simple, make it enjoyable, make it punchy and memorable.
MY MISSION
To bring collaborative, customer-focused strategic consultation that can actually be implemented by your team for real results… without the big 5 price tag. I help companies tease out the nuance out of their customer research that reveals the BIG opportunities, to suss out where in their customer engagement companies are leaking customers, revenue and brand positioning and provide real ways to fix those issues. I focus on branding, marketing, product, CRM, CSR and every other customer touchpoint to get the full picture of what's going right... or not!
The number of people who can be your customers is not infinite.
Let’s try to get as many as we can and get them to stick around (and spend money with your company!) I want to help companies find the ways to truly stand out in the industry by helping them focus on the customer experience and long term engagement alongside their short term revenue or engagement goals.
I like to work with companies that treat their customers like people vs not faceless revenue lines on a spreadsheet. In this age of AI where production is getting cheaper and the output often more mediocre, the human connection side of business is becoming a key differentiator - my mission is to help companies harness the ways they can lean into that connection with their customers.
WHY HIRE ME
Service design and operations alignment
Go through ALL of your business’ customer touch points to help highlight areas of opportunity and improvement, help define who in the company owns what, and provide direction on how to bridge the digital with the physical parts of your business.
Customer / user insights assessments
Go through the data and insights you’ve been using or commission new research and contextual inquiry to discover new or missed opportunities buried in the nuance. Then take those insights through a Human Centred Design lens and filter them through KPIs.
Product and CX / experience design
Both leading and providing hands-on design for digital products or larger experience projects, collaborating with all teams involved to put out the best, most engaging product and experience they can within the restraints given.
Alignment for company positioning
Getting every part of your business on the same page by ensuring your branding, messaging, products and services all feel like they're coming from the same company. (P.S. I'm an ace at big rebrand implementations!)
My squiggly career can take your business to the next level.
My previous experience in business strategy, design, UX, service design, CX and research means I bring a vast toolkit to solve business problems. Whether it’s working with the senior leadership team to reveal opportunities that make have been missed in customer research or helping to lead a product, research and design team to deliver a feature that breathes new life into a brand, my overall objective is to use my experience to figure out what makes customers tick and helps you to deliver better customer engagement and retention.
I’m a customer-obsessed strategic consultant who blends depth of design and research experience with commercial rigour. I move from insight to execution, building shippable solutions that shift the numbers, not just the narrative. I am hands on and work across the end-to-end customer experience; integrating product, brand, marketing and commercial teams to break silos, uncovering the nuanced opportunities competitors miss and deliver business and customer value. Clients engage me to surface where they are losing customers and revenue and then build clear, prioritised plans to fix it, or to discover and define how to differentiate their offering, win new customers and keep existing ones longer.
What I Bring to an Organisation
→ Research strategy and qualitative insights that goes beyond surveys and analytics
→ Service blueprinting and experience mapping across omnichannel journeys
→ Strategic design thinking that connects customer needs to business growth
→ Workshop facilitation that aligns cross-functional teams around shared priorities
→ A track record of shipping work that moves real commercial numbers
What I'm good at:
Strategy, Leadership and Managing Through Change
* Customer Strategy / Research & Design Strategy / Product Strategy
* Product Design, Service Design, CX Experience Design, Human Centred Design & User Research
* Organisational Transformation / Process Transformation + Ops
* Scaling Teams / Transforming Teams
* Cross-Functional Leadership, Coaching and Mentoring
* Inclusive, Trust-First Leadership
Project Execution
* High-Complexity Problem Solving
* Evidence-Based Design Differentiators / Brand Story / Product USP Identification
* User Centred, Insights and Data-Driven Design Approach
* Service Blueprinting, Touchpoint Analysis, Complex Ecosystem Mapping, Systems Thinking
* Business Strategy, Strategic Design, Service Innovation, Value Proposition Design, Business Case Development
* Workshop Facilitation · Executive Stakeholder Management
* Rebrands and Rebrand Implementation
If you want to know how I lead projects or team, check out my leadership deck.
Companies and clients I've worked with
Sharing thought-leadership on… leadership
In this episode with the wonderful Adam Jennings, I reflect on my serpentine career path, share what it really takes to grow high-performing teams, and offer a masterclass in navigating change with empathy and clarity. We discuss design maturity, rebrands, AI’s impact on design, my proudest work, how I stress-bake my way through deadlines, and why I’ve always been more interested in how people think than what they make.
Location
London, UK
Copyright
2026. All rights reserved.