Fractional CX / EX

Your roadmap was built in a room with no customers in it.

I embed in your team, surface what they actually need, and close the loop with delivery.

Book a scoping call
The gap every CX engagement finds
Your model
Attract
→
Engage
→
Convert
→
Retain
actual gap
Customer reality
Attract
→
Confuse ⚡
→
Stall ✕
→
Churn ⚡
Sound familiar?

You already know something's off.

What I do

Five ways I close the gap.

Design sprints
Problem defined, solution prototyped, decision made. By Friday.
JTBD research
What customers are actually trying to get done. Not what they say they want.
Journey mapping
Maps the experience as it is. Gaps surface. Prioritisation becomes obvious.
Empathy maps and personas
Built from real interviews. Useful in sprint planning, not just pinned to walls.
EX / employee experience
When the team's experience breaks, the customer's does too.
Where are you?

Pick the one that fits.

A

Big product decision coming. No customer signal to anchor it.

B

Something's broken in the experience. Visible in data, impossible to pinpoint.

C

Need a CX function. Can't justify a full-time hire.

D

Have CX capability. Nobody senior enough to run discovery with leadership.

What this means

Book a scoping call
Background

15 years execution. Proof backed by numbers not promises.

15
years CX and Ops
10
years at Gumtree
3
federal agencies delivered
GumtreeAU/NZ largest marketplace
Rockend Real EstateCX and Ops
ACCCFederal delivery
DAFFFederal delivery
DISRFederal delivery
SAFe CertifiedScaled Agile
The model

Three stages. No retainer lock-in.

1

Scoping call (30 min)

Is there a fit? What's the gap? No pitch deck.

2

Embed and run

In your team, your tools, your rooms. Not writing reports from the outside.

3

Handoff

Your team owns the output. I leave them better equipped than before I arrived.

Two engagements at a time

Who this is for.

Before we talk, here's how to know if there's a fit.

Works if

  • A decision is coming that needs customer signal before it lands
  • A gap is visible in the data but nobody can pinpoint it
  • Your team will act on the findings, not file them
  • Leadership is done guessing

Not yet if

  • The decision is already made and you need it validated
  • You need someone to manage ongoing surveys
  • You're scoping a full-time CX hire
Baz Ozturk

Baz Ozturk

LinkedIn

"30 minutes. No deck. We work out if there's a fit."

Book a scoping call