I help regulated businesses automate customer and client operations without losing the human experience.

What to automate?
What stays human?
How to protect outcomes?
Portrait of Megan Hunter

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.

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Portrait of Megan Hunter

Customer Strategy · Customer Operations · Proposition/GTM · Embedding AI in journeys for regulated industries.

Trusted by
Africa Tech Summit Standard Life The Big Window Bettii Fihri Foundation Octopus Money CHAI – Community Help & Advice Initiative Inclusive Outcomes Jacobs & Company

Who I help.

Customer Directors, CCOs and adjacent customer leadership in insurers, banks, pensions and wealth. I bring embedded customer strategy, operations and proposition leadership inside the organisation: senior in-house judgment sitting with your team, not a partner research deck.

See how that shows up in practice in selected work, the five ways to work together, and the Consumer Duty proof page.

Seeing the whole customer system.

Customer strategy, experience and operations are connected through the proposition customers actually receive. A decision about product, price, service or a digital journey has consequences across the firm.

I work inside leadership teams to join those decisions up, connect the customer promise to delivery, and use evidence from experience and outcomes so the whole proposition keeps improving.

Often different teams, but one connected customer system. View full-size diagram (opens in a new tab)
Read how the parts connect

The foundations

Regulation and Consumer Duty set expectations and safeguards, evidenced through ongoing review and improvement of customer experience and outcomes. AI and automation enable delivery with human oversight: joining the dots, learning and adapting more quickly, and delivering efficiencies.

The proposition

The customer promise is made real by each component part: product (what it does and who it serves), price (what customers pay), service and operations (support and delivery), digital offer (what customers can do digitally), and connected channels (how access and support work together).

Guidance and advice help with decisions. Fair value assessment considers benefits alongside cost. Together they form the supporting base within the proposition.

Customer journeys

How customers access, use and move through the proposition.

Customer experience and outcomes

How it works and feels, and what the customer achieves.

Learn and adapt

The proposition evolves as the firm learns from its customers. Evidence from experience and outcomes informs changes to the proposition. Review. Adjust. Deliver. Learn again.

Five ways to work together.

Packages for regulated businesses, always tailored to what you need. I don't offer AI as a standalone package. Embedding AI is part of how I already work, and part of how we'd work together: joining it up across customer journeys, operations and proposition, not dropping a tool in and walking away.

01 · FLAGSHIP

Customer & client operations

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.
02

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.
03

Customer & client programme delivery

Hands-on delivery leadership to land a defined customer or client programme, or to rescue one that has stalled. Clear milestones, restructure of scope and governance where needed, and a path to a recovery or delivery point.
04

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.
05 · ENTRY · FOUNDATIONAL

Diagnostic sprint

A two-week bounded read: current-state map, prioritised issues, and recommendations on what to automate, what stays human, and how to protect outcomes, plus a clear next engagement. Senior in-house judgment with your team, not a partner research deck.

Start here
Book an intro call

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.

Running a session on customer experience at Scottish Financial Enterprise Customer Vulnerability Summit
Standard Life Customer Sustainability Team
Presenting on women's health at Network School
Africa Tech Summit Team

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.
Jeneen Gill-Graham
Jeneen Gill-Graham
Head of Strategic Partnerships · Standard Life
01 / 03

A bit about me.

I am an independent customer strategy and customer operations consultant for regulated financial services (insurers, banks, pensions and wealth). I was previously Head of Customer Sustainability at Standard Life (FTSE 100). I work on customer and client operations, proposition and go-to-market, and embedding AI into journeys and operating models so firms automate what should be automated, keep what must stay human, and protect outcomes. I take consulting, contractor and interim engagements Outside IR35.

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.

Megan Hunter in conversation with colleagues
Megan Hunter facilitating a workshop session at a Scottish Financial Enterprise event
NOW · Customer Experience & Operations Leader
PREVIOUSLY · Head of Customer Sustainability, Standard Life (FTSE 100) · earlier roles in proposition design & customer strategy
EDUCATION & QUALIFICATIONS · University of Edinburgh (Law) · Cambridge Institute for Sustainability Leadership · PRINCE2 Agile
Book an intro call

The landscape.

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

FAQs.

Do you work Outside IR35?

Yes. Engagements are set up to operate Outside IR35, with flexibility on contracting route to suit your procurement.

Who is this for?

Customer Directors, CCOs and adjacent customer leadership in insurers, banks, pensions and wealth. See Who I help.

Where does AI sit in the work?

Inside the journeys and operating model where it helps. The spine stays the same: what to automate, what stays human, and how to protect outcomes.

How do engagements start?

With a conversation, not a proposal. Book an intro call, we scope the need, then agree a fixed fee after that short scoping call.

Is Consumer Duty your brand?

No. Duty is proof depth, not identity. I use it where it strengthens customer outcomes work. More on the Consumer Duty page.

Diagnostic sprint or full redesign?

Start with the two-week diagnostic when priorities are unclear. Choose the flagship operations offer when you already know the operating model and journeys need changing.

What does pricing look like?

No public price bands.

More FAQs