About Me
I’m Claudia Cepin, a service experience leader specialising in customer & employee experience transformation. I help organisations translate research and insights into meaningful strategy, design services with empathy, and build capability to deliver sustainable, human-centred change.
With a background in communication design and a passion for understanding human behaviour, I thrive on immersing myself in the field of customer and user experience, I love engaging with users, and exploring how products and services are experienced in the real-world context.
What I do
Lead the design and delivery of end-to-end service experiences from discovery and research through journey mapping, blueprints, and delivery planning.
Guide stakeholders, subject-matter experts, and leadership teams to align on strategic priorities and drive adoption of CX initiatives.
Mentor and coach designers and teams in human-centred design, design thinking, and agile/iterative practices.
Shape new processes and systems (e.g. digital self-service, case management, HR systems) to replace outdated workflows and improve reliability, consistency, and user satisfaction.
My Approach & Values
I believe in designing with people, not just for them in connecting real user needs with organisational goals.
I strive for balance – pragmatic delivery and operational excellence with empathy, creativity, and elegance in design.
I embrace continuous improvement – learning, iterating, and growing CX maturity across teams.
Integrity, collaboration, inclusivity and curiosity are central to how I work.
My Motivators
☀️ I’m motivated by making work better for people whether that’s employees or customers.
❤️ I love solving complex challenges, simplifying messy systems, and turning insights into strategy.
🔋 I find energy in building capability and seeing others grow helping teams become more confident in applying design thinking and human-centred methods.
Skills & Attributes
♟️ Service Design & CX Strategy
🧐 Research, Journey Mapping & Jobs-to-Be-Done frameworks
👫 Stakeholder Engagement & Co-design
📝 Leadership, Mentoring, and Capability Building
📲 Digital Experience & Process Improvement
📌 Agile / Iterative Delivery & Evidence-Based Design
Contact
Feel free to contact me if you'd like to discuss my work, hear more about ongoing projects or talk about how we might do design well together.
Thank you!
My Discovery Project – Finding Hearts
We are surrounded by hearts and they can be found in the most peculiar places.
