About
We help businesses shape and deliver customer experiences that drive trust, growth, and performance.
Let's work together
About Braw
Braw is a customer experience consultancy helping organisations design propositions and customer experiences that are clear, commercially effective, and measurable.
We’re not your typical consultancy.
→ We don’t just advise, we co-create and get it delivered.
→ We’ve sat inside regulated industries, so we know how change really happens.
→ Our services are productised; no fluff, no vague retainers, just clear outcomes.
We translate complexity into clarity - aligning customer experience with business goals, brand purpose, and regulatory requirements.
Megan Hunter - Founder, Customer Experience & Proposition Expert
Trusted by:
Services
CX Strategy & Advisory
Define your CX North Star and get strategic guidance when you need it most.
What's included:
  • Develop CX vision and principles aligned to brand, purpose and strategy
  • CX coaching and strategic advisory support
  • Strategic alignment of CX with regulation, brand and commercial goals
  • Facilitate workshops across teams and optional audits or roadmap shaping
Outcome: Everyone's aligned on what great looks like, with confidence and clarity even in complex environments.
Value Proposition Design
Shape propositions that deliver real value.
What's included:
  • Customer insight synthesis + market scan
  • Co-create and refine propositions
  • Ensure internal capability and alignment
Outcome: A proposition your customers understand and your business can deliver.
Sustainable Customer Experience Design
Make your ESG goals meaningful to customers.
What's included:
  • Review product and messaging alignment
  • Map sustainability to journeys or features
  • Reduce friction in decision-making or behaviour change
Outcome: Your sustainability strategy becomes a differentiator in your customer experience and solutions.
Client Outcomes
84% Increase in Customer Engagement
Created and promoted customer Digital Skills Hubs, resulting in improved engagement
3,000 Colleagues transitioned to WFH
Implemented cross-business transition to working from home as a result of COVID-19 lockdown, including 1,000 customer telephony support team
Strategy Creation & Delivery
Developed the customer strategy for a FTSE 100 organisation, aligning it with their sustainability ambitions by bringing together social and environmental considerations through the lens of the customer offer.
Finalist for 2 Industry Awards
Scottish Financial Enterprise Awards in the Changing Customer Needs category and The Financial Services Forum Awards for Innovation & Transformation
"One of the most passionate, energetic, dynamic individuals I've ever had the pleasure to work with - she's committed to finding purpose in the work that she does and truly making a lasting impact to customers." Jeneen Gill-Graham, Head of Strategic Initiatives at Phoenix Group
"Megan is a truly inspirational leader with an incredible ability to bring complex topics to life. Her passion for getting things done is equally met by her drive to do the right thing for customers, colleagues and wider society, making her a unique driver of change throughout the business. Not only this, but she is able to set ambitious strategies, incorporating strong values and a common mission to help ensure that all involved strive towards the same outcome." Liam McCathie, Proposition Manager at Aegon
Read more testimonials here
By 2026, 65% of companies are expected to shift from reactive to proactive customer service
Only 1 in 26 unhappy customers will actually complain — the rest just leave
Poor CX costs UK businesses £11bn annually due to avoidable churn
Ready to create customer experiences that deliver real value?
Let's Talk.
Braw.
Braw means brilliant, bold, and just right — and that’s exactly how we like our customer experience.
Bold, brilliant, and Braw.