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Melissa Van Straaten is an accomplished Customer Experience and Program Delivery Leader with over 20 years of expertise driving operational excellence, transformation, and quality outcomes across global BPO environments. Her leadership spans financial services, mobile technology, insurance, utilities and retail, supporting clients throughout the globe
Melissa has a strong track record in stabilising and scaling start-up CX programs, strengthening governance and client relationships, and embedding insights-driven continuous improvement. She has successfully led multi-site operations, including a major program transition and site closure delivered ahead of deadline with zero disruption — earning commendation from both client executives and the C-suite.
As a COPC Certified Professional and CCXP Candidate, Melissa has overseen the design and deployment of Customer Service Propositions, Quality Assurance frameworks and VOC programs that elevate service consistency and customer trust. She champions the integration of people, process and technology
Passionate about CX leadership capability, Melissa drives performance coaching, QA training modernization, and culture-based experience design across diverse teams. She serves as a CXSA Champion and MANCO member, reinforcing her commitment to advancing the CX profession and contributing to communities of practice.
Melissa believes that exceptional customer experiences are created when empowered people are supported with smart technology, clear insights and a shared purpose — and she continues to help organisations deliver just that.
