Leone Croukamp, CCXP

I work where customer experience meets operational reality.

For me, customer experience is not only shaped in strategy sessions, journey maps or boardroom conversations. It is shaped in the everyday moments where systems, processes, policies, people, decisions and pressure points meet the client.

I am a Certified Customer Experience Professional with more than 17 years’ experience across financial services, software delivery, credit risk, collections, recoveries and experience management. My career has given me a practical view of how better client experiences are designed, delivered and sustained in regulated, high-pressure environments.

I have worked across different parts of the experience delivery chain: from technology implementation and business process improvement to recoveries transformation, treatment design, journey mapping, service behaviour design, stakeholder workshops, feedback-loop thinking and experience activation.
I help turn customer insight and business intent into practical CX frameworks, journeys, workshops, tools and ways of working that teams can use.

My recent work spans banking, insurance and broader financial services environments, with a focus on simplifying complexity, improving service delivery and helping teams move from insight to action.

I am interested in the moments where experience becomes real: when clients need simple, clear support, and teams need the confidence to deliver it consistently.

I bring energy, ownership and structured delivery discipline to work that is often complex, messy or difficult to move.

My value lies in helping teams make customer-first thinking practical: easier to understand, easier to deliver, easier to measure and easier to sustain.