Helen works within a team that specialises in inspiring and supporting clients in understanding and improving their customer (and colleague) experiences. Starting with understanding the desired behaviours that the client would like to see, Helen visualises from the stakeholder, employee and customer perspective what the drivers and barriers are to creating the ideal customer experience.
Helen interprets the insight gathered from both qualitative and quantitative methods into engaging output to ensure they are easily communicable around the business. Her team use videos, design-led journey maps and facilitate immersive and action focussed workshops to take their insight into the hearts and minds of their clients and colleagues. Using knowledge and expertise in Behavioural Science they stimulate clients to think about what interventions can be created to drive the desired behaviour.
Helen works across sectors including travel, transport, hotel, leisure, retail, finance and B2B to excite, engage and inspire them on designing the best in class customer and colleague experiences.