Customer experience,
strategy and operations.
I'm Megan. I spent over seven years inside a FTSE 100 pensions and savings provider, leading customer strategy, proposition and customer sustainability, and now I do the same work independently as a consultant, contractor and interim. Banks, insurers, pension firms, and the fintechs helping them deliver better outcomes for their customers.
The pattern is usually the same: something customer-related needs doing, there's a deadline attached (there's always a deadline!), and you need someone who's done it before and can just get on with it. That's what I do, I love getting into the detail, join the dots and getting things delivered.
A bit about me.
I started out in financial services, working across roles in proposition design, marketing and customer strategy, and stepping up to Head of Customer Sustainability at a FTSE 100, responsible for leading and managing a team of 40 colleagues (6 direct reports). I created and launched customer experiences and propositions from scratch, increasing customer engagement by 84%, and worked across financial inclusion, customer vulnerability and Consumer Duty. During COVID, I defined the strategy that moved a 1,000-strong customer operations department, and 3,000 colleagues more broadly, to remote working.
After spending 8+ years building a career in financial services, I decided to explore ways to make an impact on my own terms. This led me around the world, consulting remotely as a fractional leader on customer experience and product design for companies like Monzo, Canada Life and Aegon (through work with Inclusive Outcomes), as well as launching and running in-person experiences across two areas I care deeply about: women's health/femtech and the African tech ecosystem.
The reason my work now focusses on helping purpose-led companies create meaningful products and customer experiences is because I believe this is the best way to continue to compete, and future-proof your business in an AI-driven world. As digital outputs become easy to replicate, what will set companies apart, and be the difference between success and failure, is how they make their customers feel.
The problems I get called about.
AI and customer outcomes
Everyone's under pressure to bring AI into customer journeys. Fewer people are asking what happens when the FCA looks at the results. I help with both, and I've built an AI readiness benchmark for FS firms you can try.
Consumer Duty & Regulatory Compliance
Board reports, outcomes monitoring, fair value. Closing the gap between what your paperwork says and what your customers actually get.
Financial Inclusion & Customer Vulnerability
Strategy, disclosure, inclusive design. The FCA's review gave every firm homework. I help you actually do it (and evidence it).
Proposition design
Taking a product or service from insight to launch. Design, pricing, fair value, go to market.
Customer operations and journeys
Journey mapping, complaints, root cause. The unglamorous fixes customers actually notice.
Interim and fractional leadership
Cover when someone senior leaves or a programme stalls. Two days a week or five, depending on what you need.
How we might work together.
Every engagement starts with a conversation, not a proposal. Depending on what you need, I work as a consultant on defined projects, as a contractor on day rates, or as an interim covering a senior role. Fully remote on CET hours, available to attend site when it matters, and flexible on contracting route to suit your procurement.
Trusted by FTSE 100 leaders and start up founders.
One of the most passionate, energetic, dynamic individuals I've ever had the pleasure to work with. She's committed to finding purpose in the work that she does and truly making a lasting impact to customers.
We quite simply could not have done it without her. She provided technical expertise, sector insight and excellent team skills whilst delivering to budget and on time. Highly recommended.
Megan is a high achiever and delivers quality outcomes. She is a delivery-focused individual, both strategic and operationally, who always strives to do the right thing for customers in support of the wider business strategy.
more expensive to acquire a new customer than retain one
will leave a brand they love after just one bad experience
of enterprises plan to adopt AI for customer retention by 2026