Charles, Customer Journey Design and Change

Charles – our leading CX change consultant.

Charles, Senior Customer Experience Designer
25 years experience running BUPA’s Customer Service function, working in Heathrow’s Customer Experience team and on the Olympics

Charles is a specialist in Customer Experience Design and change.  He uses empathy, insight and collaboration to help organisations design end-to-end customer experiences that drive increased recommendation, profitability and wider business benefits.  His experience spans theory and the practice; developing design that all stakeholders can utilise but also making it happen in reality.  He works on large multi-functional programmes creating practical, resilient systems that actually work.

His extensive commercial and operational experience has enabled him to understand the techniques that drive customer-centric change.  Importantly, securing the buy-in and endorsement across the organisation, and other stakeholders, to achieve the often elusive cross-functional alignment needed to deliver it.

He has worked with Heathrow, 2012 Olympics, BUPA, the National Trust, Optegra Hospitals, the HomeServe and Workspace.