Work with me / Service
For founders and customer or product leaders at remote-first fintech, insurtech, femtech and small agile firms who want a customer experience diagnostic before a larger redesign. I use experience built in regulated financial services, including at Standard Life.
The problem. It is unclear where to intervene first across journeys, operations and AI. A Consumer Duty gap analysis or a customer journey audit for financial services is often the missing first step.
What you get in 2-4 weeks.
This is senior in-house judgment sitting with your team and landing change. It is not a partner research deck.
In 2-4 weeks you get a current-state map of customer experience and operations and journeys, the issues in priority order, and a recommendation on what to automate, what stays human, and how to protect outcomes. You also get a clear view of the next engagement, which might be a redesign, a programme rescue, or a decision to wait.
Yes, where the Duty is in scope. A Consumer Duty gap analysis in this sprint is about customer evidence: whether you can show outcomes, not a legal memorandum. I am not a law firm or a compliance monitor. I work alongside your compliance lead.
Yes. A customer journey audit for financial services is the spine of the sprint. I map how customers move through the product, where the journey breaks, and where a small firm should intervene first. The method comes from regulated financial services, including work at Standard Life, and I size it for a small agile team.
The Consumer Duty page sets out how I help with outcomes evidence. The definition, drivers, TEXAS model and IDEA model are on FCA vulnerable customers. I have written up the FCA vulnerability review. If the sprint shows the operating model needs to change, the next step is customer operations redesign.
Related: Customer experience and operations, Interim and fractional customer leadership.