Susan is currently working on a target operating model redesign for a large retail bank, focused around enhancing the customer journey experience for employees. She successfully managed the delivery of a rich picture and employee journeys as part of the operating model redesign.
Susan is an enthusiastic member of the Customer Engagement practice in Capgemini Invent, with a special interest in UX design, prototyping and customer journeys.
Susan completed a secondment at the Capgemini Applied Innovation Exchange (AIE) as an innovation consultant, where she helped clients explore applications of emerging technology through hosting tours, technology discovery workshops and ideation sessions to bring to life the art of the possible.
Through her secondment Susan also facilitated design sprints and is able to bring innovation techniques to her consulting toolkit.