Emma Smith

Background

About Emma Smith

Customer Experience Leader and SaaS professional with a proven track record of shaping customer experience functions into strategic business drivers. Specialist in building scalable, technology-enabled systems that empower teams, improve satisfaction, reduce churn, and unlock commercial value in high growth environments.Expert in AI-enabled service design with extensive experience in incident response and crisis management. Known for developing frameworks that prioritise transparency and empathy in customer communications, reducing organisational risk and protecting trust at critical moments. Combines automation, AI-powered communication models, and clear response protocols to ensure teams remain focused on resolution while customers stay informed and supported.Highly skilled in process improvement and operational design, with a focus on scalable systems that integrate automation and AI for efficiency at scale. Known for partnering cross-functionally to embed the voice of the customer into product strategy, influence roadmaps, and drive sustainable growth.Known for developing high performing, psychologically safe teams and fostering cultures of curiosity, accountability, and innovation. Experienced in leading organisations through transformation, with a focus on enabling teams to thrive in AI-driven, fast-changing environments.Core Competencies- AI Enabled Service Design and Automation- Strategic Customer Experience Management- Global Support Leadership- Scalable Process and Service Design- Incident Response and Crisis Communication- Technology Driven Operational Excellence- Cross Functional Influence and Change Management- End to End Customer Journey Mapping- Mentorship and Talent DevelopmentChartered Manager (MCMI) committed to embedding equality, equity, diversity, and inclusion across every facet of team and customer experience. Active mentor and contributor to the wider CX community through groups such as Support Driven and ElevateCX, with experience delivering workshops to global audiences on the evolving role of AI, leadership, and customer experience.