Zoe Ward

CX Consultant & Advisor @GRIDSERVE Sustainable Energy Limited

Data EntryMedicalBlog ManagerCall Center TrainerCall CenterJournalistAuthorEngagement ManagerCustomer ResearcherContent ManagerCommunications ManagerEducationEntertainmentConsulting🐦 DesignHRC-level ExecutiveBusiness OwnerMarketingStartup FounderEditorProofreaderContent WriterCopywriterCopywritingChief Customer Officer (CCO)Customer Service

I help companies turn customer experience into operational performance — reducing friction, improving service, and scaling support functions without increasing cost. With experience building and leading Customer Experience and Operations functions from scratch, I work with start-ups and scaling businesses to design, optimise, and transform customer support. My approach connects customer insight (tickets, reviews, feedback) with operational data to identify what’s really driving contact, cost, and customer satisfaction — and then turns that into clear, actionable improvements. I specialise in Customer Experience (CX) strategy, customer operations, and contact centre optimisation. This includes designing support structures, improving processes and workflows, implementing and optimising tools like Zendesk, and building reporting frameworks that give leadership real visibility on performance. What sets me apart is my ability to bridge strategy and execution. I don’t just deliver insight or recommendations — I work across teams (operations, product, engineering, marketing) to embed change, improve customer journeys, and create sustainable ways of working. I’m particularly experienced in ambiguous or fast-moving environments where clarity, structure, and momentum are needed quickly. Typical projects include: Customer Experience and Customer Operations audits Contact centre design and optimisation Zendesk implementation and optimisation Voice of Customer (VoC) and insight frameworks Reporting dashboards (Zendesk Explore, Power BI) Process design and service improvement Customer communication and content strategy Training and capability building for support teams I work with international and remote teams (UK, APAC) and am comfortable operating at both strategic and hands-on levels, depending on what’s needed. If you’re looking to improve customer experience while driving operational efficiency and growth, I can help you get there quickly and effectively.

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