“Susan is an expert in customer experience strategy and implementation. As a catalyst for change, she excels at facilitating multi-stakeholder teams/groups to identify the customer pain points and opportunities for market differentiation. She navigated the complexity of our organisation and was an influential voice for our leadership/exec teams about how to build a successful CX roadmap for change and to make it accountable in terms of metrics and ROI. Her journey mapping tools and techniques unlocked significant value for us as a business and without her we would not have made the progress necessary to upskill our people and implement these programs that significantly have improved the customer experience.
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“Susan developed a service blueprint and design principles for a new strategy our business was undertaking. Susan immediately made a powerful impact. Her gravitas, passion and deep domain expertise in the area of CX enabled us to leap forward securing buy-in from senior leaders on the importance of having CX embedded into the strategy. Susan successfully mapped out a complex process and customer journey within our business and brought an internal team along with her on the journey. Susan’s ability to work closely within our business and gain trust was key, the team became advocates for CX and were motivated to improve the experience applying our service blueprint and design principles into practice. ”

“Susan is very highly regarded across Bank of Ireland for her CX expertise, and has been involved in a variety of initiatives, including some of the most complex and sensitive projects in the Group. Across this range of projects to date, she has led cross-functional teams to deliver better customer (and business!) outcomes by continuously challenging the way things are planned to be, or have always been, done. Susan’s very pragmatic style, allied to her highly effective methodologies, means that she can dive into the complexities of any journey and distil complexity to simplicity, quickly. She is unafraid to make the big calls/ recommendations, and has forced the bank to make some hard decisions – for the right customer reasons. She has added enormous value to BoI on every CX project. Susan is an absolute professional; she’s honest, totally transparent, highly reliable, efficient and effective and she would get my strongest recommendation.”

“Susan co-trained a cross functional team, of about 40 people, in the benefits and practice of a holistic approach to customer journey mapping, across a three day workshop, my global team were brought through both the theory and practice of CX and the benefits in building out detailed customer journey maps, to find those moments of delight, which are so important in the design of successful experiences.
The training delivery was excellent. The content was thoughtful and provoked conversation and discussion. Practical exercises helped kick start our progress towards developing a library of end to end journey maps for key journeys and segments.
The team came away with practical implementable ideas, as well as a playbook, and the beginnings of a full end to end CX approach. This was no doubt helped by the excellent discovery and prep work that went into building the shape of and content covered in the workshop. I would love to have them back to work with on future projects and to deliver future trainings.”

“Susan has an innovative and creative mix of customer experience planning and management skills that are unique within our industry. Her thinking and output is at the forefront of customer experience marketing today. She’s the first person I call when faced with a customer experience challenge, whether online or offline, as she brings unparalleled understanding and passion to any project”

“Susan worked with us to develop an end to end sponsorship activation framework. This framework has driven stronger briefs, better insight development and opportunity identification as well as a stronger framework to evaluate success.
As well as being smart, pragmatic and results focused, Susan is also always an absolute pleasure to work with.”

“One of Susan’s most impressive attributes is her breadth of knowledge and ability to analyse information and insights to optimise the customer experience and deliver real results. Susan truly champions the customer and has evolved our online sales and service strategy to become more customer-centric. This has resulted in increased traffic to our website, increased engagement and the development of a robust digital retention strategy which has delivered churn reduction and increased brand advocacy. I would strongly recommend Susan to any business looking to align business objectives, with a customer centric approach, to deliver real results and drive customer satisfaction.

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“Susan asks the right questions to help unlock insights sometimes hiding in plain sight. She is an excellent customer experience practitioner – meticulous and masterful. Fluent in acumen of marketing, CRM, systems and data, branding, advertising. Susan is an excellent facilitator and consummate listener. Above all else, she’s marvellously good fun to work with. ”

“Susan is very efficient and highly organised. As a member of the Senior Management team she contributed wisely and well. She came into ActionAid not knowing the organisation and had to learn very quickly so that she could develop and deliver the Fundraising & Communications plans. As a fast learner she was both sensitive to and appreciative of development issues. She has one of the most important qualities for being a great team player – a sense of humour - in abundance.

She has excellent writing skills and provided high quality written reports on all aspects of the work as well as Fundraising reports to ActionAid International and the CEO and Board of Trustees of ActionAid Ireland on a regular basis.
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“Asks the questions that need to be asked rather than the questions that everyone else asks. ”

“Can synthesise lots of information and needs and recommend and design a solution.”