Services
Customer experience and digital strategy, hands-on.
Start with one service or bring me in across all of them, from customer research to marketing, measurement, and team training.
Where I lead and support senior work.
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.
Approach
How I work.
Senior throughout.
You work directly with me from customer research to the improvements your team carries forward.
Hands-on, not advisory only.
I build and deliver with your team, contributing to the thinking and the doing.
Evidence over assumption.
Grounded in what people say and do, backed by data. Not just best practices or hunches.
Plain language.
You get findings and recommendations in language you'd use with your own team.
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.
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.