Quick Summary

Redesigned the end-to-end customer engagement ecosystem to improve experience and scalability. Introduced structured self-service content and aligned product communication, reducing reliance on support teams while significantly increasing customer satisfaction, resulting in a 40% increase in NPS and a 30% reduction in internal support dependency.

Context

Customer communication and support were fragmented across channels, leading to inconsistent experiences and high dependency on internal teams.

Goal

• Improve customer experience and satisfaction

• Reduce reliance on internal support teams

• Enable scalable, self-service customer engagement

• Standardise product communication

My role

Led customer engagement and lifecycle strategy, partnering with Product, Support, Sales and Marketing to redesign customer-facing communication.

Approach

1. Mapped customer journeys to identify friction in support and communication

2. Redesigned support structure for clarity and accessibility

3. Introduced scalable, self-service content formats

4. Aligned messaging across product, support, and marketing

5. Drove cross-functional alignment across teams

Outcome

• +40% NPS, reflecting improved customer experience

• -30% support dependency, enabling scalable operations

• Clearer, more consistent product communication

• Stronger foundation for lifecycle and retention strategy