Proof & Results
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Customer experience, proposition and operations support for fintech and femtech.
Senior, hands-on support for founders and leadership teams who need clarity, stronger delivery and sustainable growth, without hiring full-time.
Braw is led by Megan Hunter, a fractional Head of Proposition & CX.
A short, no-pressure conversation to see if I can help.
Why work with me?
I don’t just advise, I embed and deliver.
Most consultancies leave you with a deck. I roll up my sleeves and make it happen.
I specialise in regulated, high-stakes industries, including finance & femtech.
→ Strategy alignment: making sure what you build supports your growth priorities.
→ Customer insight: ensuring propositions are designed for real people, not boardroom assumptions.
→ Delivery focus: moving fast from idea to execution so customers feel the impact.
Proof & Results
FTSE100 Strategy Creation & Delivery
Developed and delivered a customer strategy for a FTSE 100 organisation, aligning commercial priorities with long-term sustainability through the customer proposition.
84% Increase in Customer Engagement
Designed and launched customer Digital Skills Hubs to improve digital confidence and understanding, resulting in an 84% increase in customer engagement.
3,000 Colleagues Transitioned to Remote Working
Led a cross-business transition to remote working during COVID-19, including 1,000 customer-facing colleagues, ensuring continuity of service and team performance.
Finalists for 2 Industry Awards
Shortlisted for Scottish Financial Enterprise Awards (Changing Customer Needs) and Financial Services Forum Awards (Innovation & Transformation).
How I can help
I typically work in a fractional or retainer-style capacity, embedding with teams to shape strategy, strengthen propositions and support delivery.
Strategy & Proposition Advisory
Senior strategic input to sharpen your vision, align your teams, and deliver with purpose.
What's included:
  • Define your strategic vision and design principles, grounded in purpose, brand, and customer outcomes
  • Senior advisory support and coaching across leadership or project teams
  • Align strategy with regulatory, commercial, and customer goals
  • Facilitate high-impact workshops and optional audits or roadmap reviews
Outcome: Clear direction, aligned teams, and confidence on what great looks like — even in complex or regulated environments.
Value Proposition Design
Shape and refine propositions that customers value and your business can deliver.
What's included:
  • Synthesise customer insight and scan the market to identify real opportunities
  • Co-create and refine your proposition with clear messaging, structure and value drivers
  • Align proposition with internal capabilities so it’s deliverable and scalable
  • Facilitate workshops, feedback cycles and optional testing or business casing
Outcome: A clear, credible proposition with strong market fit and internal buy-in, ready to launch or scale.
Sustainable Proposition & Experience Design
Make sustainability and long-term value meaningful and actionable for your customers.
What's included:
  • Review proposition, messaging and customer journey alignment with sustainability and long-term value goals
  • Map sustainability intent to product features, service flows, or decision points
  • Identify and reduce friction to support behaviour change or sustainable choices
  • Optional: integrate insights from lived experience, impact reporting, or regulatory requirements
Outcome: Sustainability becomes part of the customer experience — practical, differentiated, and designed to drive real action.
Testimonials
Why customer experience and retention matter more than ever:
By 2026, 65% of companies are expected to shift from chasing new customers to keeping existing ones
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 solutions that deliver real value?
Let's Talk.
Megan works with fintech and femtech teams to design and deliver customer propositions that support sustainable growth.
Previously, as Head of Customer Sustainability at a FTSE 100 organisation, she led the creation of Phoenix Group’s first digital and financial inclusion strategies, building and leading a team of experts to deliver meaningful change for customers focused on inclusion and access to finance.
She is passionate about creating credible customer experiences, driving positive customer outcomes, and designing solutions that work commercially while enabling greater inclusion.
Braw.
Braw (Scots, pronounced brr-aww): brilliant, bold, and just right