Lance helps organisations design and deliver customer experiences that drive commercial performance, build trust, and stand up to regulatory and competitive pressure.
With a career spanning tier-one banks, insurers and global consulting, Lance brings a pragmatic, execution focused approach to customer experience (CX), bridging strategy, design, data and delivery. He specialises in helping organisations be deliberate and disciplined about the experiences they deliver, translating customer insight into clear programs of work that improve acquisition, retention, digital adoption and customer confidence, particularly in moments that matter across the customer lifecycle.
Lance is experienced in:
- Cutting through complexity and aligning CX ambition with business outcomes.
- Designing experiences that work for customers, frontline teams and senior leadership.
- Moving from insight to action - fast, without losing rigour.