CUSTOMER EXPERIENCE | SERVICE | UX | STRATEGY | DESIGN | LEADERSHIP | TRANSFORMATION | AI
I am passionate about leading teams, taking a human-centered approach to designing and delivering incredible products, services and customer experiences.
I lower costs, increase loyalty and execute world-class end-to-end experiences that differentiate brands and help businesses to grow.
My career has spanned multiple industries globally, including B2C, B2B, and DTC. In regulated and industrialised markets. With hands-on experience in tech, energy, beauty, fashion and travel.
SELECTED WORK:
I believe the value of customers experience is best told with impact and results: lowering cost, driving growth and differentiating brands with thoughtful & well-orchestrated experiences.
VALUE TO CUSTOMERS
Human-centered products and services
When we experience services, we don’t see things as a digital product, or an operational function or even an engaging piece of marketing. We only sense if it’s timely, effortless and if it’s of value to us.
We’re left with how it makes us feel. Most of the time it’s not even conscious. I lead teams to design and deliver for that, so customers fall in love with brands, products and services.
This will inform what they do next; whether we buy more in the moment, come back for more or become advocates and tell loved ones about it. Focus on Customer experience centres business on bringing value to the lives of customers - they bring the value to businesses.
VALUE TO BUSINESSES
Short & Long-term commercial success
My focus is on fixing, enhancing, and transforming services and products to deliver value to both customers and businesses. I emphasize balancing practical short-term success to build momentum alongside more strategic long-term success to provide genuine business value, which includes:
BRAND DIFFERENTIATION
Customer experience reflects the promise a brand makes. When executed well, it drives brand awareness, consideration, and salience.
OPEX & CAPEX
Broken products and services incur additional costs. They require more personnel to support and demand more investment to rectify, making cost a crucial driver that aligns both customer and business needs.
REVENUE GROWTH
Exceptional products and services effectively sell themselves by enhancing value propositions, which in turn drives customer acquisition. They address all customer needs related to Average Order Value (AOV), Gross Merchandise Value (GMV), and purchasing frequency, fostering a positive feeling that keeps customers loyal and returning.
Testimonials
Pauiline Morning - Client Experience Director
“Dan's exceptional qualities and diverse experience make him an ideal candidate for any projects that require creativity, ambition, performance drive and a strong focus on customer experience.
Dan is a creative and driven individual with a natural talent for building relationships and engaging stakeholders effortlessly. His ability to tell compelling stories about key insights and opportunities is remarkable. Additionally, Dan possesses extensive knowledge in service design and customer journey management, particularly in retail and e-commerce environments. This expertise makes him an invaluable asset to any leadership team.
While Dan is commercially driven, his true passion and skills lie in his customer experience focus. This unique combination ensures that Dan can drive business success while maintaining a customer-centric approach. Dan's diverse experience spans various sectors, and his breadth of experience and expertise makes him well-equipped to handle leadership roles and contribute significantly to any organisation.
Dan's collaborative nature and positive attitude makes him an easy fit for any team. He is genuinely a pleasure to work with, and his inspiring qualities contribute to a positive and productive team environment.
In conclusion, I wholeheartedly recommend Dan for any leadership position. His exceptional qualities, diverse experience, and customer-focused approach make him an ideal candidate for any opportunity that comes his way”
Duncan Quick - Head of Transformation
“I had the pleasure of working with Dan. He’s a fantastic CX specialist able to devise a CX strategy aligned to the needs of the business and deploy it across the organisation. Dan is an expert both in terms of defining a CX North Star for an organisation as well as understanding where customer pain exists and defining a cross-functional plan to deploy a successful customer strategy. I’d fully recommend Dan to any company looking to better understand their customers and how to win in their chosen market”
“Few people can drive impact at the scale and speed that Dan does. As my right hand at Farfetch, he didn’t just lead the Service Design function—he transformed it. Dan built and scaled an exceptional team, hiring top-tier talent and leveling up our skills to extraordinary levels. His work in creating journey management frameworks and design operating models fundamentally changed how we tackled customer and business challenges, making problem-solving more effective across the organization.
In a high-growth, rapidly changing environment, Dan was a force of clarity and structure. His leadership, strategic thinking, and ability to execute enabled us to produce incredible work together. The design team wouldn’t have been the same without him, and neither would the impact we made. I would work with him again in a heartbeat.”
Tori Signorelli - Senior Director Customer Excellence
Cat Lecardinal - Head of Customer Experience
“Dan is a wonderful leader and highly experienced CX practitioner, passionate about the next generation of value creation through user-centred design. He's got deep roots in the structured disciplines of both service design and journey management, but is adaptive in how he deploys these to build and sustain customer satisfaction as well as commercial success. Dan is results driven, that rare breed of equal parts strategic thinker and creative engine, and a brilliant mentor/coach”
None of this would have been possible without the passionate and talented people I’ve worked with as part of teams and partnerships. They have kept me honest in harder moments and taught me valuable lessons. Their passion and skills for the creative and their tenacity for ‘getting it done' under impossible circumstance has been an unwavering source of energy.
This has not been inspiring but incredible fun - they have fostered the love for what I do. There are too many to name, however it wouldn’t have been possible without you. Thank you for everything! :-)