Work with me / Service

Customer experience and operations for regulated financial services.

For founders and customer or product leaders at remote-first fintech, insurtech, femtech and small agile firms who need a customer operations redesign: journeys and an operating model that scale without losing the human experience. The credibility I bring is regulated financial services, including customer operations leadership at Standard Life.

The problem. Customer experience and operations sit between people and the business. Cost, regulation and AI pressure make it unclear what to automate, what must stay human, and how to protect outcomes. A target operating model for customer operations is how a small firm makes those choices once, then runs them.

What you get.

• Journey and process redesign across customers, clients and the firm
• Clear decisions on what to automate, what stays human, and how to protect outcomes
• Where AI belongs in the flow, embedded in the operating model
• A delivery plan your team can run with

I work as senior in-house judgment sitting with your team and landing change, not as a slide-only advisory exercise.

Common questions.

What does a customer operations redesign include for a small firm?

I look at the journeys and the operating model together: what customers do, what your team does, what should be automated, and what must stay human. For a remote-first fintech, insurtech or femtech, that usually means a clear target operating model for customer operations and a delivery plan your own people can run. I stay with the work. It is not a slide-only exercise.

Is this the same as hiring a customer operations consultant fintech teams use for an audit?

A customer operations consultant fintech founders hire for an audit will often stop at findings. I will do that diagnostic if you need it, and I will also help you land the redesign. If you are not sure where to start, the customer experience diagnostic is the bounded first step.

Who is a customer operations redesign for?

Founders and customer or product leaders at remote-first fintech, insurtech, femtech and small agile firms. The regulated financial services experience, including Standard Life, is how I judge what will stand up when you scale or when you are asked to show your working.

If you are not sure where to intervene, start with the customer experience diagnostic. If you need someone in the seat while you hire, see fractional head of customer operations. Related writing: inclusive design is not a compliance exercise, and the Consumer Duty page if outcomes evidence is part of the brief.

Related: Diagnostic sprint, Interim and fractional customer leadership.