I help regulated businesses automate customer and client operations without losing the human experience.
I'm Megan. After leading customer strategy, proposition and customer sustainability inside a FTSE 100 pensions and savings provider (Standard Life), I now work with banks, insurers, pension firms, fintechs and other regulated businesses on customer and client operations that scale, stay human, and stand up to scrutiny.
The pattern is usually the same. Something customer or client related needs doing, there is a deadline attached, and you need someone who has done it before and can get on with it.
Four ways to work together.
Packages for regulated businesses. AI sits inside the work where it helps, not as a separate brand.
Customer & client operations redesign
Redesign the journeys, processes and operating model that sit between your customers, clients and the business. Decide what to automate, what stays human, and how to protect outcomes as you scale, including where AI belongs in the flow.
Proposition / GTM build (regulated)
Take a product or service from insight to launch in a regulated context: design, pricing, fair value, go to market, and the customer and client experience around it.
Programme rescue (customer / client change)
A stalled customer or client focused programme, turned around with clear milestones. Rapid diagnosis, restructure of scope and governance, then hands-on delivery leadership to a defined recovery point.
Interim / fractional Customer leadership
Cover when someone senior leaves, a capability needs standing up, or a team needs leadership through real delivery. Two days a week or five, with a planned handover to a permanent leader when that is the goal.
Engagement model.
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 across UK and CET hours, set up to operate outside IR35, and available on site for kick-offs or key moments. 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. This passion is coupled with a limitless drive, intelligence and thirst for knowledge.
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. Would like to keep Megan's skills a secret so she's always available to us but that would be very unfair. 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.
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 landscape.
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