Emma Clipson
Customer Experience & Strategy Leader
I help organisations embed customer-centric strategy into delivery — aligning people, systems and governance to improve outcomes for customers, teams, and the business.
Calm leadership
Clear direction
Human-centred transformation
About Me
I’m an enterprise customer experience leader with deep experience delivering customer-led change across complex organisations. My work focuses on translating insight into strategy and execution — aligning strategy, systems and people to create measurable customer outcomes and sustainable business value.
What I Care About
Creating customer and employee experience ecosystems that support sustainable growth
Aligning cross-functional teams, systems and decision frameworks around shared customer outcomes
Turning customer insight into strategic prioritisation and measurable impact
Building organisational CX capability and confidence
Simplifying complex systems to deliver consistently valuable experiences
Core Skills
strategic leadership
Enterprise CX strategy & governance
Portfolio strategy & investment alignment
customer service & design
Experience architecture & service blueprinting
Voice of the customer & research programmes
systems & process transformation
Operational transformation & workflow simplification
Data-led decision support & measurement
Leadership & culture
Capability development & team enablement
Cross-functional leadership & collaboration
Get In Touch
I partner with leaders and organisations shaping the evolution of customer experience. Whether that’s embedding customer strategy into operating models, improving cross-functional delivery, or defining future experience states, I’d love to connect.
Message Me:
Schedule a Call:
Portfolio Summary
These portfolio highlights demonstrate shaping strategic experience outcomes across complex systems and portfolios — aligning organisational decision making with customer needs and operational reality.
Detailed case studies and design artefacts are available on a password-protected page. Please contact me if you’d like access.
| Intent | Concept | Output | Outcome |
|---|---|---|---|
| CREATE A COMMON CUSTOMER LANGUAGE | Align the organisation around shared customer goals | Enterprise Experience Framework | Clarity and consistency through a unified experience language |
| VISUALISE REALITY (where we are today) | Reveal current-state complexity with service blueprints | 24 enterprise journey service blueprints | Informed, customer-centred prioritisation |
| DEFINE TARGET STATE (where we're going) | Establish clear, future-state expectations | 8 target-state maps across all portfolios | Shared direction, practical guidance and stronger ownership |
| STRATEGIC CX ENABLEMENT | Provide strategic design leadership for high-impact areas | Validated interfaces and workflow designs | Greater momentum and improved cross-functional collaboration |
| *EMBED & SCALE CX CAPABILITY | Grow a connected ecosystem around customer-centred delivery | Shared tools, assets and practices | A more cohesive, scalable strategic delivery environment |
portfolio access request