Case Study
CX Lead
Service Designer
CX Lead
Service Designer
Digital Commerce North Star Customer Experience Vision for Luxury Automotive
Case Study | Copyright: Priyanka Singh
With 15 years of global experience in leading innovation and transformation in Customer Experience Strategies, UX research for Digital Products and Services across various industries, including Mobility, Finance, and Retail.
As a CX lead, I develop customised CX strategies by analysing data from multiple sources, understanding customer behaviours, drivers, and market dynamics to devise concepts that resonate with customers and meet business objectives. My goal is to make the complex clear so that you can focus on what matters most.
I use storytelling to simplify complexity into insights. I have helped organisations turn insights into scalable, tangible and actionable strategies by applying service design. I can zoom in and out to identify opportunity areas, bring cohesion and operational efficiency between the front and back of house, and provide clarity and guidance through end-to-end customer journeys, frameworks, and innovative service systems, to improve the customer experience.
Through strategic workshops, I build bridges across silos, listen with empathy to foster alignment among cross-functional teams and stakeholders, enabling them to work toward a shared goal.
I help improve customer acquisition, retention, engagement, and loyalty, yielding measurable business results by integrating cutting-edge technologies such as AI and systems thinking.
If you are looking to create a long-lasting customer value proposition, build meaningful customer experiences that benefit the triple bottom line, or coach your teams to deliver on customer experience across touchpoints in the business continually, I'd love to connect!
SKILLS
SERVICE DESIGN
CX INNOVATION
CUSTOMER JOURNEY EXPERT
STORYTELLING FOR CLARITY & IMPACT
EMPATHY TO BUILD BRIDGES
DESIGN LEADERSHIP
STAKEHOLDER MANAGEMENT
PRODUCT MANAGEMENT
POSITIVE & PROACTIVE
RESULT ORIENTED FOR PEOPLE, PLANET & PROFIT
VALUE ADDED
ALIGNMENT TOWARD A COMMON GOAL
PRIORITIZATION OF RESOURCES & FUNDS
COHESION IN FRONT & BACK OF HOUSE
SCALABILITY AND SOLUTIONS THAT HAVE A HIGHER ADOPTION RATE
As a CX lead, I develop customised CX strategies by analysing data from multiple sources, understanding customer behaviours, drivers, and market dynamics to devise concepts that resonate with customers and meet business objectives. My goal is to make the complex clear so that you can focus on what matters most.
I use storytelling to simplify complexity into insights. I have helped organisations turn insights into scalable, tangible and actionable strategies by applying service design. I can zoom in and out to identify opportunity areas, bring cohesion and operational efficiency between the front and back of house, and provide clarity and guidance through end-to-end customer journeys, frameworks, and innovative service systems, to improve the customer experience.
Through strategic workshops, I build bridges across silos, listen with empathy to foster alignment among cross-functional teams and stakeholders, enabling them to work toward a shared goal.
I help improve customer acquisition, retention, engagement, and loyalty, yielding measurable business results by integrating cutting-edge technologies such as AI and systems thinking.
If you are looking to create a long-lasting customer value proposition, build meaningful customer experiences that benefit the triple bottom line, or coach your teams to deliver on customer experience across touchpoints in the business continually, I'd love to connect!
SKILLS
SERVICE DESIGN
CX INNOVATION
CUSTOMER JOURNEY EXPERT
STORYTELLING FOR CLARITY & IMPACT
EMPATHY TO BUILD BRIDGES
DESIGN LEADERSHIP
STAKEHOLDER MANAGEMENT
PRODUCT MANAGEMENT
POSITIVE & PROACTIVE
RESULT ORIENTED FOR PEOPLE, PLANET & PROFIT
VALUE ADDED
ALIGNMENT TOWARD A COMMON GOAL
PRIORITIZATION OF RESOURCES & FUNDS
COHESION IN FRONT & BACK OF HOUSE
SCALABILITY AND SOLUTIONS THAT HAVE A HIGHER ADOPTION RATE