CCXP, Independent BX & CX Partner
Creative Educator & Mentor

Charlotte ('CLo') is a CCXP (Certified Customer Experience Professional by the CXPA).
Educator, mentor and speaker on CX, and occasionally moonlighting as a voice from the future.
Speaker at The Marketing Academy.
Yuno Juno Freelancer of the Year Winner 2023 (UX).

Headed up CX at BBH for 7 years when they were #1 creative agency in the U.K.
Chair of Judges on the International Customer Experience Awards and Judge at the U.K. Customer Experience Awards.
Product Designer and Innovation Specialist (1st Class Honours at Central Saint Martins).
Lectured and mentored at Central Saint Martins to nurture new creative talent.
Mentor at the Livery Academy Awards hosted by the The Worshipful Company of Grocers and The Lord Mayor of London's We Can Be philanthropic event to nurture new creative talent.

I enjoy bringing brands and people closer together through experience and empathy.
Championing customers and colleagues every step of the way.
Creating meaningful experiences around brands, products and services that excite, generate growth and define new creative boundaries.

If it looks fantastic but isn't strategically sound, it won't work.
If it's a great idea but not creatively or commercially impactful, it won't grow.
If it's mediocre and not game-changing, it won't win.

I enjoy working with brands across different sectors:

• Tech (Samsung, Google, eBay, Trustpilot)
• TelCo (BT, Virgin Media, O2, Carphone Warehouse, Tesco Mobile)
• Retail (Nike, John Lewis Partnership, M&S, Next, Tesco, Sainsbury's, Halfords, Costa, Burger King, Dreams)
• Finance (Barclays, HSBC)
• Travel (Audi, British Airways, Skyscanner)
• CPG (P&G, Modelez Int'l, Kerry Foods, Beam Suntory)
• Health & Beauty (Boots, Coty, Estée Lauder Companies, Unilever, Roche)
• Media (News International, Guardian)
• Legal (Taylor Wessing)
• Luxury (LVMH)
• Nursery (Mothercare, Mamas & Papas)

My specialties span across agency, in-house, start-up and academia worlds.

Feel free to reach out if you're interested in:
• Creating world class products and services that spearhead markets based on unmet customer needs
• Defining your brand’s CX North Star vision and Omnichannel Experience Strategy and Design across all touchpoints and journeys
• Aligning your customer growth to your commercial growth
• Defining or enhancing your CX/EX proposition and services that bring your organisation's DNA to life
• Consulting on pitches, Growth Strategy, CX Strategy, Innovation strategy
• Thought leadership, mentorship, training and writing on CX and Innovation

I love learning about different cultures. Having lived in several countries (UK, Hong Kong, Canada), I speak English, Cantonese, Mandarin and a little French.

When I'm not working, I love experimenting in the kitchen.

Open to consultations, collaborations and thought leadership. 

Contact CLo


Brand Experience (BX)

Customer Experience (CX)

Thought Leadership (Lecturing, mentoring, writing)

Lecturing & Mentoring (CX & Product Design)

Omnichannel Creative Direction


New Product Development (NPD)

Product Design

Proposition Development

Service Design

Digital Strategy

Branding (new brands and collabs)

Graphic & Packaging Design

Retail Design

Audience insight, empathy and strategy