Karen Cocks, CCXP

Karen Cocks is a customer experience strategist, speaker, and founder of SALI Collective, a consultancy dedicated to helping organisations put people before process. With more than 15 years’ experience leading complex change, customer experience, digital transformation, and culture initiatives across banking, technology, and local government, Karen brings a practical, human-centred approach to improving service quality and community trust.

Karen has held senior leadership roles, including Senior Manager CX & IT at the City of Marion and Senior Manager Change at Westpac, where she led award-winning transformation programs and helped organisations embed customer-first mindsets at all levels. Her work blends CX strategy, behavioural insight, inclusive leadership, and operational simplicity — helping teams build real capability, not just adopt new frameworks.

Through SALI Collective, Karen partners with local governments and community-focused organisations to elevate customer experience, strengthen internal culture, and design services that are easy, human, and genuinely connected. She is particularly passionate about regional communities and the power of small, consistent improvements that shift trust, engagement, and organisational confidence.