Emma Clipson
Strategic CX & Design Leader
I help organisations simplify complexity, align strategy, and design experiences that work better for customers, teams, and the business.
Calm leadership
Clear direction
Human-centred transformation
About Me
I’m a strategic design and product leader with deep experience delivering customer-centred change across multiple industries.My work focuses on bringing clarity to complex environments — aligning strategy, systems, and people to create meaningful outcomes and sustainable growth.I’m known for calm leadership, strong cross-functional collaboration, and the ability to turn ambiguity into practical, human-centred solutions.
What I Care About
Designing systems that make life easier
Customer and employee experience that supports growth
Building capability and confidence in teams
Creating clarity and alignment across large organisations
Making better decisions by grounding strategy in real human insight
Core Skills
strategic leadership
Portfolio strategy & investment alignment
Target-state definition
Translating strategy into action
customer service & design
Journey mapping & blueprinting
Voice of the customer & research programmes
Experience strategy
systems & process transformation
Workflow mapping & simplification
Data + service + product integration
Operational improvement & automation
Leadership & culture
Team building & capability uplift
Collaborative problem-solving
Executive communication & alignment
Get In Touch
I partner with leaders who are shaping the next evolution of their business — whether that’s simplifying systems, improving customer and employee experience, designing products or building out AI-enabled operations.If you’d like to collaborate, discuss advisory opportunities, or explore how I can support your organisation, I’d love to connect.
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Portfolio Summary
I specialise in strategic product and service design that brings clarity to complex environments. My work focuses on simplifying workflows, aligning teams around shared outcomes, and creating the conditions for sustainable, customer-centred delivery. Below is a high-level overview of key strategic design work I led in a large, complex organisation.
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 DESIGN FOCUS | Provide design leadership for high-impact areas | Validated interfaces and workflow designs | Greater momentum and improved cross-functional collaboration |
| SOCIALISE & EMBED | Grow a connected ecosystem around design | Shared tools, assets and practices | A more cohesive, scalable design environment |
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