Leone Croukamp, CCXP

I am a strategist with 15+ years across financial services, credit risk, and software environments, specialising in translating complex operational realities into clear, human-centred strategies that strengthen both customer outcomes and organisational performance.

My work sits at the intersection of experience strategy, behavioural insight, product design, and operational execution. I help organisations turn customer understanding into practical improvements—stabilising collections functions, shaping capability uplift across African markets, designing feedback-to-action models for insurance, and building behaviour-led engagement frameworks for customers in financial distress.

I bring a blend of creativity, commercial discipline and systems thinking, ensuring that experience design is not only inspiring, but executable and measurable. My approach is grounded in evidence, clarity and simplification: identifying what matters most, enabling leaders to act with confidence, and creating mechanisms that turn CX intent into consistent delivery.

I hold a BA in Media, Communication & Culture, with certifications in ACXP, SAFe and Agile project management. I am an active member of both CXPA and CXSA, contributing to the global and African CX community.

Whether shaping strategy, elevating capability, or designing experiences that empower customers and teams, I am passionate about building organisations where clarity drives confidence, behaviour drives outcomes, and experience becomes a catalyst for growth.