Julia Serafim

I am a senior customer experience and strategy professional with experience across aviation, retail, technology, automotive, and public sector organisations. My work focuses on designing customer and behavioural strategies that translate complex systems into clear, human-centred experiences that drive measurable business outcomes.

I have led CX, service design, and transformation initiatives for global and local brands, and I am particularly interested in the intersection of customer experience, behavioural science, and brand strategy. I joined CXPA to continue deepening my practice, learn from global peers, and contribute to advancing CX as a strategic growth discipline.