01
Fractional Customer and product leadership
Step in as your interim CX or product lead.
Fractional Customer & Product Leadership
In a world where anyone can build anything, trust is the moat.
Fractional Customer and product leadership for financial services and women's health teams who want to matter to their customers, not just reach them.
Making It Matter
PODCAST · SINCE 2025
I help financial services and women's health companies grow by designing products that win the customers the market underserves.
Trusted by
Why this, why now
AI and no-code have made shipping easy. Anyone can launch a product.
What's harder, and rarer, is building something customers genuinely trust. Something they feel understood by. Something they come back to, tell their friends about, and choose over the cheaper alternative.
That's the work I do. Customer experience, product strategy, and proposition design for teams who know that mattering to customers is the difference between a business that lasts and a business that launches.
Services
How I help.
Fractional, senior, and hands-on. I embed with your team for a defined period to solve a specific problem, then I'm done. No long retainers. No junior consultants doing the work. Just me, focused, for as long as you need.
02
Proposition and experience design
Get clear on what you're offering, who it's for, and why they should care.
03
Inclusive design and vulnerability strategy
Build products that work for everyone, especially the customers who need them most.
NOT SURE WHICH ONE FITS?
Grab 30 minutes. We'll work out the right shape together, or I'll tell you straight if I'm not the right person for it.
What clients say
Trusted by FTSE 100, founders and teams between.
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.
Tony Kassimiotis
COO · Phoenix Group (FTSE 100)
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.
Elaine Galston
Founder · Bettii (Women's Health Start Up)
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.
Jeneen Gill-Graham
Head of Strategic Partnerships · Standard Life
The landscape
Why customer work matters right now.
The cost of getting CX wrong has never been higher, and most of it is invisible until customers are already gone.
~65%
of revenue comes from existing customers
Bain & Company / HBR
1 in 26
unhappy customers actually complain. The rest quietly leave
Kolsky / Nielsen-McKinsey
£11.4bn
lost every month by UK businesses handling customer problems
Institute of Customer Service, UKCSI 2023
5–25×
more expensive to acquire a new customer than retain one
Harvard Business Review
32%
will leave a brand they love after just one bad experience
PwC, Future of CX
80%
of enterprises plan to adopt AI for customer retention by 2026
Gartner
About
About me.
I sit in the crossover of strategic depth and hands-on delivery.
Eight years in FTSE 100 financial services, most recently as Head of Customer Sustainability at Phoenix Group. Now independent, working with organisations across finance, women's health and social impact.
I care about the craft of customer experience, the evidence behind good product decisions, and the philosophy that underpins why we build things in the first place.
Now
Fractional Customer and product leader · Founder, Nadi
Previously
Head of Customer Sustainability · Phoenix Group (FTSE 100)
Based
Europe · UAE · Fully remote
Founder
I also founded Nadi.
A women's health product built to give people clearer answers about their bodies, their cycles, and what matters to them.
Podcast
I host the Making It Matter podcast.
Conversations with founders and leaders on purpose, and what it takes to build things people genuinely care about.
Get in touch
Let's work together.
If you're building something in financial services or women's health, and you want it to matter to your customers, let's talk. A 30-minute chemistry call is a good place to start.