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Customer Experience Research & Service Design | Qual & Quant Insights
Senior research consultancy helping product, marketing, and CX teams turn customer behaviour into clear, defensible decisions.
After 14+ years leading research in-house and on Upwork’s Top Rated tier I help founders, CX leads, and brand teams who need senior-grade research and data-grounded decisions. Where I add the most value:
🔹 CX & UX Research — customer journey mapping, touchpoint and friction analysis, NPS diagnostics, behavioural segmentation, persona development. Insight-driven changes that lift NPS and inform real product decisions.
🔹 Service Design — service blueprinting, frontstage/backstage mapping, journey-to-action workshops, evaluation frameworks for live services. Grounded in Lou Downe’s Good Services principles and applied across digital and physical touchpoints.
🔹 Market Intelligence & Strategy — competitor analysis, market sizing, brand health tracking, concept/pack/price testing (PSM), trend monitoring. Built C-level dashboards used by group-wide senior decision-makers.
🔹 Quantitative & Qualitative Research, end-to-end: survey design, focus groups, in-depth interviews, diary studies, social network analysis, social media listening, advertising and creative evaluations. I’m equally strong in qual and quant and choose the method to fit the question, not the trend.
Clients consistently flag the clarity of my briefing, the relevance of methodology design, and how the final report actually gets used in decisions.
Selected clients & collaborations: Nestlé · GSK · L’Oréal · Avon · CX Collective · Shamal Holding (Dubai)
