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I help startups and scaling businesses build scalable, human-centred customer experiences and the operations that underpin them.
I specialise in designing end-to-end customer journeys, building high-performing CX teams, and implementing smart systems that improve retention, satisfaction, and revenue.
I help you build the vision and roll up my sleeves to make it happen.
Everything I do ties back to measurable business value.
I’ve worked with the most popular customer tools, and can help you pick or optimise yours.
Design seamless acquisition, onboarding, and in-life flows that reduce churn and increase activation.
Visualise the full customer lifecycle and identify friction points and opportunities for growth.
Develop knowledge bases, automated flows, and intuitive help centres that empower users to solve issues quickly—reducing support costs and improving satisfaction.
Craft clear, consistent messaging across every customer touchpoint—from in-app guidance and email journeys to help content and transactional alerts.
Implement and integrate platforms like Intercom, Zendesk, HubSpot, or custom CRM workflows.
Set up feedback loops to turn insights into action.
We begin by uncovering the full picture — understanding your business, your customers, and the challenges you're facing. Through research, stakeholder interviews, and data analysis, I identify the root causes of pain points and uncover opportunities to enhance experience and efficiency.
With insights in hand, we co-create a clear, practical strategy. This includes defining goals, aligning on priorities, and designing solutions that balance customer needs with operational realities. Every strategy is tailored to your business context and built for impact.
Together, we bring the strategy to life. I help you design, implement, or optimise processes, systems, and experiences — collaborating with your teams or partners to ensure smooth execution and meaningful change.
To make sure the work delivers, we define the right metrics and feedback loops. I help you track progress, assess impact, and continuously improve — ensuring lasting value for your customers and your business.
Here's some basic answers to the questions I get asked most. If you don't see your question here, please don't hesitate to reach out.
hello@jmward.co
