Top Talent like Charlie are on Pangea

Pangea, a YC company, connects companies with fractional talent. Fractional hiring allows companies to move faster and work with more specialized talent, while giving talent more flexibility and independence. If you are talent open to fractional work, apply here. If you’re a company looking for high-quality fractional talent, learn more here.
Recently Active

Charlie Colquhoun

Creative & Brand Strategist • Customer Success Manager • Growth Marketing Manager • United Kingdom
UI/UX Design
Technology Support
Analytics
Customer Experience
Available for hire fromNegotiable
Contracts
Driving Growth and Brand Loyalty | Customer Experience, Journey Mapping, Voice of Customer, Customer Insights, and Experience Strategy | B2B SaaS, Digital, and Consumer Brands | Recently Relocated to the UK
An experienced Customer Experience Strategy leader with a proven track record of designing and leading transformative CX programs for global SaaS, fintech, cybersecurity, and enterprise organizations. Skilled at aligning CX strategy with business goals to increase customer loyalty, reduce friction, and drive revenue growth. Adept at using customer journey mapping, service design, and voice-of-customer (VoC) insights to deliver measurable improvements in satisfaction, retention, and operational efficiency. Key skills include: • Leading enterprise-wide CX transformations grounded in customer insights and business strategy • Translating research into actionable journey maps and service blueprints across the customer lifecycle • Driving cross-functional alignment and governance through customer-centric program leadership • Facilitating CX strategy and customer journey mapping workshops. • Delivering quantifiable gains in loyalty, retention, and margin by reducing CX friction points • Managing global CX initiatives across SaaS, cybersecurity, fintech, and retail verticals • Fostering a culture of design-led innovation and continuous customer value creation • Recognized by Forrester Research for CX governance excellence and awarded for top-tier support design Recently relocated from the US back to the UK

Work History

S

Customer Experience Strategy and Design Partner

SimplyCX Inc.Leading end-to-end customer experience transformation initiatives for SaaS platforms, using customer journey mapping and service design to optimise CRM capabilities and reduce friction across the customer lifecycle. Improved operational efficiency by streamlining workflows and business processes—boosting net operating margins by 20% and reducing task completion time by up to 30% through data-informed optimisation. Delivered cross-functional alignment by translating qualitative research and voice-of-customer (VoC) insights into actionable strategies, resulting in measurable improvements in customer satisfaction, loyalty, and retention.
C

Director Customer Experience

CrowdStrikeJan 2021 - Jun 2021 • 6 mosLed a cross-functional customer experience transformation with C-suite participation, implementing a multi-phased program to scale the business in a high-growth environment. Established and led a cross-functional customer experience council (marketing, sales, product, engineering, and customer service) to optimize survey reporting governance with a close-loop prioritization and follow-up process. Enhanced the Voice of Customer program by procuring Qualtrics, improving NPS, customer satisfaction metrics, and delivering actionable roadmaps that boosted NPS, raised Gartner Peer Insights to 4.8/5, and contributed to a 67% YoY increase in ARR.
S

Customer Experience Strategy and Design Partner

SimplyCX Inc.Aug 2016 - Jan 2021 • 4 yrs 6 mosDeveloped and implemented CX programs across a number of industries for clients such as CrowdStrike, Epicor, LegalZoom, AARP, and Cognixion, focusing on qualitative research, customer journey mapping, data insights, service design, and AI-driven personalization. Fostered cross-departmental collaboration, transforming individual insights into actionable outcomes. Led research, data analysis, persona creation, customer journey mapping and experience design workshops to identify and prioritize pain points, implementing a closed-loop prioritization methodology that resulted in improved customer success KPIs and operational efficiencies.
A

Sr Director Client Experience

ADPFeb 2016 - Aug 2016 • 7 mosAssisted in defining a three-year customer experience strategic vision and roadmap, leading cross-functional teams in large-scale customer journey mapping workshops with employees and customers. Spearheaded the implementation of a closed-loop improvement prioritization and continuous improvement methodology, driving $7M in annualized benefits and an additional $3M in cost avoidance.
S

Director, Customer Experience Management

SageNov 2012 - Jan 2016 • 3 yrs 3 mosBuilt and scaled a global Customer Experience Center of Excellence, leading 70+ customer journey mapping and future state design workshops across a portfolio of software/SaaS acquisitions. This uncovered previously unseen customer insights, driving actionable improvements in customer interactions and streamlined business processes. Implemented a customer experience governance and prioritization scoring model that tracked over 300 experience improvement initiatives, leading to significant gains in customer satisfaction. This work contributed to a 46% increase in software subscription contracts and the fastest rate of recurring revenue growth for a decade of 10.4%.
Y

Senior Manager Customer Experience

Yahoo!Jan 2012 - Sep 2012 • 9 mosDeveloped a cross-organizational customer experience program with the goal of understanding our customers’ end-to-end lifecycle in order to identify, monitor and continuously improve critical customer pain-points and moments of truth in the Yahoo! experience. This included customer co-design workshops with executive level participation and interaction with customers who mapped out their experiences.
Y

Senior Manager User Experience Design

Yahoo!Jan 2010 - Jan 2012 • 2 yrs 1 moRedesigned Yahoo’s global help and support platform for over 700M subscribers, using human-centered design, qualitative usability testing research and incorporating dynamic, personalized content. Enhanced agent experiences, including implementation of Knowledge Centered Support best practices, domestic and off-shore, for better service issue resolution and integrated Yahoo! Help into mobile platforms. Achieved significant cost savings by increasing self-help resolution rates and reducing average support case costs by nearly 70%. - Awarded the Association for Support Professionals (ASP) Top Ten Best Support Sites.

Education

H

Heriot-Watt University

Systems Analysis, Data Processing & Computer Science SHND (Partial)1983 - 1984

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Melissa Lepore

Customer-Centric Growth Expert | Data Strategy and Loyalty Specialist | GTM & Digital Innovation Advisor
Growth Marketing Management • Business Intelligence • Field Sales & Marketing • 16 years of exp. • Chicago, IL, US

Stanton Brooks

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How Pangea Works

Effortlessly discover top talent

We’ve distilled the candidate search from endless hours down to just a few minutes. Using Pangea’s AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company’s niche and your needs to find the perfect match faster than any traditional hiring platform.

Start working with talent today

The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea’s fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team’s capabliities flexible.

Track work and invoices in one place

Assign tasks, track progress, and complete invoices all on Pangea. We’ve combined every part of the hiring process into one platform to eliminate the miscommunication that’s unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call
Recently Active
Driving Growth and Brand Loyalty | Customer Experience, Journey Mapping, Voice of Customer, Customer Insights, and Experience Strategy | B2B SaaS, Digital, and Consumer Brands | Recently Relocated to the UK
An experienced Customer Experience Strategy leader with a proven track record of designing and leading transformative CX programs for global SaaS, fintech, cybersecurity, and enterprise organizations. Skilled at aligning CX strategy with business goals to increase customer loyalty, reduce friction, and drive revenue growth. Adept at using customer journey mapping, service design, and voice-of-customer (VoC) insights to deliver measurable improvements in satisfaction, retention, and operational efficiency. Key skills include: • Leading enterprise-wide CX transformations grounded in customer insights and business strategy • Translating research into actionable journey maps and service blueprints across the customer lifecycle • Driving cross-functional alignment and governance through customer-centric program leadership • Facilitating CX strategy and customer journey mapping workshops. • Delivering quantifiable gains in loyalty, retention, and margin by reducing CX friction points • Managing global CX initiatives across SaaS, cybersecurity, fintech, and retail verticals • Fostering a culture of design-led innovation and continuous customer value creation • Recognized by Forrester Research for CX governance excellence and awarded for top-tier support design Recently relocated from the US back to the UK

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call

Similar Pangeans

Melissa Lepore

Customer-Centric Growth Expert | Data Strategy and Loyalty Specialist | GTM & Digital Innovation Advisor
Growth Marketing Management • Business Intelligence • Field Sales & Marketing • 16 years of exp. • Chicago, IL, US

Stanton Brooks

I develop UX organizations to maturity using intergroup leadership principles. | Intergroup Leadership | UX Leadership | Digital Strategy | UX Architecture | UX Research | UX Design | Army Veteran
Product Management • User Research • UX Design • 20 years of exp. • St. Louis, MO, US

Tom Fm

Seasoned UX Specialist, deep experience across sectors, versatile hands-on expert, passionate about transformative approach which inspires & empowers.
User Research • Creative & Brand Strategy • Web3 Development • London, England, GB

Jen Burton

Experienced Principal Leading Customer Experience Operations
Community Management • 16 years of exp. • New York, NY, US

Top Talent like Charlie are on Pangea

Pangea, a YC company, connects companies with fractional talent. Fractional hiring allows companies to move faster and work with more specialized talent, while giving talent more flexibility and independence. If you are talent open to fractional work, apply here. If you’re a company looking for high-quality fractional talent, learn more here.

Charlie Colquhoun

Creative & Brand Strategist • Customer Success Manager • Growth Marketing Manager • United Kingdom
UI/UX Design
Technology Support
Analytics
Customer Experience
Available for hire fromNegotiable
Contracts

Work History

S

Customer Experience Strategy and Design Partner

SimplyCX Inc.Leading end-to-end customer experience transformation initiatives for SaaS platforms, using customer journey mapping and service design to optimise CRM capabilities and reduce friction across the customer lifecycle. Improved operational efficiency by streamlining workflows and business processes—boosting net operating margins by 20% and reducing task completion time by up to 30% through data-informed optimisation. Delivered cross-functional alignment by translating qualitative research and voice-of-customer (VoC) insights into actionable strategies, resulting in measurable improvements in customer satisfaction, loyalty, and retention.
C

Director Customer Experience

CrowdStrikeJan 2021 - Jun 2021 • 6 mosLed a cross-functional customer experience transformation with C-suite participation, implementing a multi-phased program to scale the business in a high-growth environment. Established and led a cross-functional customer experience council (marketing, sales, product, engineering, and customer service) to optimize survey reporting governance with a close-loop prioritization and follow-up process. Enhanced the Voice of Customer program by procuring Qualtrics, improving NPS, customer satisfaction metrics, and delivering actionable roadmaps that boosted NPS, raised Gartner Peer Insights to 4.8/5, and contributed to a 67% YoY increase in ARR.
S

Customer Experience Strategy and Design Partner

SimplyCX Inc.Aug 2016 - Jan 2021 • 4 yrs 6 mosDeveloped and implemented CX programs across a number of industries for clients such as CrowdStrike, Epicor, LegalZoom, AARP, and Cognixion, focusing on qualitative research, customer journey mapping, data insights, service design, and AI-driven personalization. Fostered cross-departmental collaboration, transforming individual insights into actionable outcomes. Led research, data analysis, persona creation, customer journey mapping and experience design workshops to identify and prioritize pain points, implementing a closed-loop prioritization methodology that resulted in improved customer success KPIs and operational efficiencies.
A

Sr Director Client Experience

ADPFeb 2016 - Aug 2016 • 7 mosAssisted in defining a three-year customer experience strategic vision and roadmap, leading cross-functional teams in large-scale customer journey mapping workshops with employees and customers. Spearheaded the implementation of a closed-loop improvement prioritization and continuous improvement methodology, driving $7M in annualized benefits and an additional $3M in cost avoidance.
S

Director, Customer Experience Management

SageNov 2012 - Jan 2016 • 3 yrs 3 mosBuilt and scaled a global Customer Experience Center of Excellence, leading 70+ customer journey mapping and future state design workshops across a portfolio of software/SaaS acquisitions. This uncovered previously unseen customer insights, driving actionable improvements in customer interactions and streamlined business processes. Implemented a customer experience governance and prioritization scoring model that tracked over 300 experience improvement initiatives, leading to significant gains in customer satisfaction. This work contributed to a 46% increase in software subscription contracts and the fastest rate of recurring revenue growth for a decade of 10.4%.
Y

Senior Manager Customer Experience

Yahoo!Jan 2012 - Sep 2012 • 9 mosDeveloped a cross-organizational customer experience program with the goal of understanding our customers’ end-to-end lifecycle in order to identify, monitor and continuously improve critical customer pain-points and moments of truth in the Yahoo! experience. This included customer co-design workshops with executive level participation and interaction with customers who mapped out their experiences.
Y

Senior Manager User Experience Design

Yahoo!Jan 2010 - Jan 2012 • 2 yrs 1 moRedesigned Yahoo’s global help and support platform for over 700M subscribers, using human-centered design, qualitative usability testing research and incorporating dynamic, personalized content. Enhanced agent experiences, including implementation of Knowledge Centered Support best practices, domestic and off-shore, for better service issue resolution and integrated Yahoo! Help into mobile platforms. Achieved significant cost savings by increasing self-help resolution rates and reducing average support case costs by nearly 70%. - Awarded the Association for Support Professionals (ASP) Top Ten Best Support Sites.

Education

H

Heriot-Watt University

Systems Analysis, Data Processing & Computer Science SHND (Partial)1983 - 1984

How Pangea Works

Effortlessly discover top talent

We’ve distilled the candidate search from endless hours down to just a few minutes. Using Pangea’s AI-powered search tools, you can find top fractional talent able to take on your next project. Our system looks at your company’s niche and your needs to find the perfect match faster than any traditional hiring platform.

Start working with talent today

The top talent on Pangea is ready to get started with you right now. You can message or hire a candidate right from their profile page and start assigning work as soon as they respond. And the best part? Pangea’s fractional contract structure lets you start small and ramp up as your needs change, keeping your costs manageable and your team’s capabliities flexible.

Track work and invoices in one place

Assign tasks, track progress, and complete invoices all on Pangea. We’ve combined every part of the hiring process into one platform to eliminate the miscommunication that’s unavoidable on other freelance platforms. We even send out 1099s to your contractors at the end of the year!

Talk with a Talent Expert

Members of our team are available to help you speed through the hiring process.
Available Now
Book a Call
Pangea empowers fractional work across the world for marketing and design roles.