Manula Kodithuwakku, CCXP

I am a customer experience professional with a strong background in customer-facing leadership, sales management, and complex claims handling, driven by a deep belief that great experiences are built through empathy, clarity, and accountability. With experience working across diverse customer segments and service environments, I bring a global perspective to customer experience, shaped by exposure to different cultures, expectations, and service standards. My professional journey spans roles in sales leadership, customer service, and bodily injury motor claims, where I have consistently balanced customer advocacy with business outcomes, regulatory requirements, and operational efficiency.

I am particularly passionate about customer communication, frontline engagement, and experience recovery. With a natural strength in public speaking and stakeholder interaction, I have led negotiations, supported teams under pressure, and represented organizations in high-stakes customer conversations. Earlier in my career, I won a national Toastmasters public speaking competition, an experience that reinforced my belief in the power of clear, human-centered communication.

At my core, I am motivated by the ability to impact; creating experiences that reduce friction, build trust, and leave people feeling respected and heard. I am currently pursuing formal CX accreditation to strengthen my strategic capabilities and contribute meaningfully to the global CX community.