Kirsten Pattie, Associate

Kirsten is an Associate Customer Strategy & Insight Director who's somehow racked up a quarter-century of experience (where does the time go?) helping organisations truly 'get' their customers and the wider environments and systems in which they operate. Her journey, sparked by a genuine curiosity about what makes people tick, has led her to work across diverse sectors like media and entertainment, consumer and financial services, energy and utilities, public sector, and travel. Her consistent aim: make customer experiences better and help her clients build deeper, more trusted (and yes, more valuable) relationships with the people who matter most. 

She's lived and breathed all things 'Customer'. That means everything from dreaming up new customer propositions and developing customer, market entry and growth strategies, to leading big CX and digital transformations.  She's also had the pleasure of setting up and leading new customer-led product, experience strategy and design, customer engagement, and data and insight capabilities, alongside managing contact centres. Kirsten has had the opportunity to spearhead large-scale CX transformation for iconic institutions, craft and deliver nationwide behavioural change programmes, launch strategic insight initiatives and voice of the customer programmes, and figure out what truly drives loyalty for global brands. Ultimately, she just gets a kick out of bringing clarity to messy customer puzzles and seeing clients build genuinely stronger connections with their core audiences.