Hands-on consulting
Know what your customers experience before you decide.
I work with senior leaders and their teams to connect customer research with business priorities, then deliver what the team can carry forward.
About
Senior judgment, close to your team.
I lead or support customer experience, digital marketing, and research with the teams who run them. That includes shaping what to build, guiding how it gets delivered, and supporting the people navigating the change.
Across industries, public and private sectors, and startups, I have always started by understanding the customers and the teams, then improving what they use.
Services
What leaders bring me in for.
Customer Experience
Understand what customers experience at every step, then decide with your team what to improve first.
Digital Strategy and Marketing
Reach the right buyers with a clear plan and budget your team can run and build on.
Team Training and Coaching
Shape the roles on your team, then train and coach them to carry improvements forward on their own.
Research and User Experience
Make decisions with confidence, based on research with the people who use what you offer.
Measurement and Analytics
Know what's working and what changed, with tracking and reporting your team can trust.
Ongoing Support
Keep me hands-on with your team, wherever you need me, without a new project each time.
Projects
Featured work.
Financial services
Reimagining a credit union's member experience with its front-line team.
What member experience means at Provincial Credit Union, worked out with its own people, and the first change the team tested in its branches.
Pet services
Researching customer and team experience across a multi-location dog training company.
Team interviews and a survey, more than 4,500 client check-ins, more than 240 reviews, and a year of website data, ending in a plan for what to fix first.
Testimonials
What people say about working with me.
Writing
Selected writing.
We need our UX fixed.
User experience·9 min read
When a team asks me to fix their UX, my answer is yes, but it depends. What UX covers, how I find what's behind the request, and fixes that come up often.
The tool is already decided.
Research·10 min read
A tool that suits the team that chose it can create problems for every other team. 4 questions to ask before buying, and what to do with each answer.
Selected organizations
Partners across industries.
From legal and financial services to tech startups and software, across public and private sectors.
Every project starts with a conversation.
Send me a message about your customers, your marketing, or your team, and you'll hear back from me within 1 business day.