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. Working with banks, insurers, pension firms, fintechs and other regulated industries to help 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.
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.
Examples of how we can work together.
Every engagement is shaped around your situation, these are just some examples.
Who it's for: Regulated businesses (FS firms, fintechs, health and femtech companies) with a product or proposition stuck in the backlog, or a target segment (including underserved and vulnerable segments) they know they should serve but have not cracked.
What happens: Embedded with your team from day one: customer research and segment definition, product and journey design, regulatory compliance (fair value and Consumer Duty in FS; data protection and claims rules in health) built into the design rather than retrofitted, and delivery through to launch with real customers using it.
What you get: A live product in customers' hands, with the outcomes evidence and compliance position ready for board and regulator from launch day.
How it runs: About 90 days. Front-loaded on site (the first two weeks with your team), then remote with monthly on-site blocks.
- Propositions designed and launched in FTSE 100 and fintech environments
- Inclusive design frameworks and toolkits developed and delivered
- Funding secured and measurable engagement uplifts from past proposition work
Who it's for: Firms with a customer transformation, remediation or outcomes programme that is behind, over budget, or has lost the confidence of the exec.
What happens: Rapid embedded diagnosis (what is actually broken versus what is reported), restructure of scope, governance and team, then hands-on delivery leadership to a defined recovery milestone.
What you get: A recovered programme with measurable movement: growth, efficiency, complaint reduction, remediation throughput, or time-to-outcome. Defined at the start, reported at the end.
How it runs: 8 to 12 weeks. Presence-heavy at the start by design: trust with a team is built in the room.
- Delivery leadership through large-scale organisational change and restructure
- Board-level reporting and regulator-facing evidence experience
- A track record of holding delivery together under pressure
Who it's for: Firms that need a customer, proposition or outcomes function they do not yet have, or a team that exists but is not yet capable of what the Consumer Duty and the strategy demand.
What happens: Design the operating model and ways of working, define roles and support hiring, coach and upskill the team on the job through real delivery, then execute a planned handover to a permanent leader.
What you get: A functioning team with an operating model, capability plan and handover pack as artefacts.
How it runs: 3 to 6 months at 2 to 3 days per week. Monthly on-site blocks.
- Built and led teams through transformation at FTSE 100 scale
- Developed frameworks, toolkits and white papers teams still use
- Reputation for clarity, structure and bringing people on the journey
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. I work fully remote across UK and CET hours, set up to operate outside IR35, and can be on site for kick-offs or key moments on an ad-hoc basis. 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.
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