Caroline Maillols

Driving customer-led transformation through design, data, and operational clarity. I work with executive teams to translate customer insights into business outcomes—grounding transformation in design thinking, operational rigour, and financial performance. I bring a strategic yet practical approach to embedding customer-centricity at scale. Here’s what I offer: Ecosystem-wide insight: I connect product, operations, service, and CX to uncover root causes—not just symptoms—of customer friction or missed opportunities. Data-backed decision-making: I build integrated VoC programs, dashboards, and KPI frameworks that combine behavioural, operational, and financial data to drive smarter prioritisation. Scalable customer strategies: I translate insight into clear roadmaps aligned to growth levers—driving CSAT, retention, and revenue impact. Commercially aligned design: I blend human-centred design with commercial logic to deliver experiences that meet customer needs and business goals. Operationalising HCD: I bring human-centred design beyond the workshop—embedding it into core business rhythms, governance, and decision-making. From OKRs to rituals, I help teams build the muscle to continuously learn from customers and adapt how they work. Change that sticks: I embed behavioural and mindset shifts through coaching, storytelling, and co-design—ensuring adoption and momentum beyond launch. Currently, I lead CX & Operations at Grace Papers, overseeing Product, Coaching Success, Platform, and Revenue Operations. I’ve built strategies that improve lifetime value, reduce churn, and surface early signals of disengagement—creating shared accountability for customer outcomes across functions.