Frequently asked questions.
The short answers to what people usually ask before we work together.
What does a fractional Customer Experience & Proposition Leader actually do?
I step into senior customer and proposition roles on a part-time or project basis, doing the strategic thinking and the hands-on delivery. That can mean shaping what to build, designing the customer experience around it, and getting it launched, without you committing to a full-time hire.
Who do you work with?
I work with founders and with customer or product leaders at scale-up fintechs, insurtechs and femtechs, and at smaller regulated firms that hire remotely. The work is proposition and go-to-market, customer operations, a customer experience diagnostic, and fractional or interim customer leadership. I'm not a law firm and I'm not a compliance monitor.
What have you done before?
I was previously Head of Customer Sustainability at Standard Life (FTSE 100). I delivered customer-vulnerability research and peer benchmarking for a UK bank, including journey mapping and frontline interviews that informed stronger external-referral options in serious circumstances. I have also worked remotely as a fractional lead on customer experience and product design for a UK bank, a UK life insurer and pensions providers. I delivered a Salesforce-centred go-to-market assessment, mapping sales motions and data to adviser and institutional journeys, and recommending where to systematise, including where AI fits after the basics.
What does a typical engagement look like?
It varies, but usually a defined stretch: between hires, through a growth phase, or to get a specific thing over the line. We agree the outcome up front, and I work as part of your team for as long as you need that senior pair of hands.
How is fractional different from hiring full-time or using an agency?
You get senior leadership from day one, without the cost or commitment of a permanent hire, and without handing the work to a team that doesn't know your business. I embed with your team and care about the outcome like it's my own.
Which industries do you specialise in?
Financial services and women's health/femtech, with deep experience in regulated, high-trust environments, including Consumer Duty, customer vulnerability and financial inclusion. The principles travel, so I also work with purpose-led companies beyond those sectors.
What's the difference between customer experience and proposition work?
Proposition is about what you offer and who it's really for; customer experience is how it feels to use it. They're two sides of the same coin, and I work across both so the thing you build and the way people experience it pull in the same direction.
Where are you based, and do you work remotely?
I'm based between Europe and the UAE and work fully remotely, with occasional travel for in-person work and events. Time zones permitting, I work with teams wherever they are.
How do we start working together?
The best place to start is a 30-minute intro call. We'll talk through what you're working on and whether I'm the right person to help. Book an intro call, or email hello@megan-hunter.com.
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 2-4 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.