Culture & Experience Board Director
Creating experiences that truly enhance and make a difference to people’s lives is what drives Charlotte. She has been delivering customer experience since she was 17. From front line for Leisure, retail, hospitality and eventually moved into commercial and residential property management 15 years ago and believes they all have one thing in common, people with wants, needs and expectations. She has worked with many property clients in the UK and across EMEA, designing service experiences and carrying out customer journey mapping across retail/leisure and commercial estates and locations to identify and enhance the experience. Her CX experience includes - implementing change management programmes, experience strategies, training, operational delivery from back office to front line, Tech communication apps and communications, service partner collaboration and alignment, customer research/engagement and measurement and creating bespoke unique programs of service and spaces tailored to the customer and the location.