Customer Experience (CX)

I started my digital design career in Cape Town in the late 90's as a graphic designer, moving to London at the beginning of the dot-com boom. For over 16 years I worked as a visual designer, UX consultant, a creative director, a front-end developer and an innovation strategist, relocating to Melbourne in 2014. After working as an experience strategy director for local digital agency and leading a team of 20 designers, I created the CX capability in APAC for an award-winning global agency, overseeing the Sydney, Melbourne, Auckland and (occasionally) Shanghai capabilities. The CX capability was globally recognised  in The Forrester Wave™: Midsize Digital Experience Agencies, Q4 2018 report.

I have been working as an independent consultant since mid 2019, working with the automotive, healthcare, education and financial services industries. I focus on 3 key activities.

1. CX strategy

Collaborating with PMs, stakeholders, business analysts and solution architects to create future-state customer experience strategies and roadmaps, founded in customer research.

2. Tactical consulting

A quick analysis of one element of a customer experience strategy to provoke next best actions or to define a fuller CX project. Typical activities are trends mapping, competitor analysis and a heuristic usability reviews.

3. CX capability

Creating a CX capability, either by optimising an existing team or setting up an entirely new one.

To find out more about my approach and discuss case studies, please get in touch.