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.
Customer and client operations, proposition and CX for regulated financial services.
Senior, hands-on support for insurers, banks, pensions and wealth firms, and for fintech and femtech teams. What to automate, what stays human, and how to protect customer outcomes, without hiring full-time.
Braw is led by Megan Hunter, a fractional Head of Proposition & CX, embedding on customer operations, proposition and go-to-market.
Book an intro callA 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 financial services, including insurers, banks, pensions and wealth, alongside fintech and 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
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 leadership teams to shape customer and client operations, strengthen propositions and support delivery. AI is part of how the work is done, not a standalone offer.
Customer and client operations
Senior embedded leadership on the journeys, processes and operating model between your customers, clients and the business.
What's included:
- Decide what to automate, what stays human, and how to protect outcomes as you scale
- Senior advisory support and coaching across leadership or project teams
- Align operations with regulatory, commercial, and customer goals
- Embed AI in the journey where it helps, joined to delivery rather than dropped in as a tool
Outcome: Clear operating choices, aligned teams, and confidence on what great looks like, even in complex or regulated environments.
Proposition and go-to-market
Shape propositions that customers value and a regulated business can deliver, from insight toward launch.
What's included:
- Synthesise customer insight and scan the market to identify real opportunities
- Co-create the proposition with clear messaging, structure, fair value and go-to-market choices
- 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.
Customer outcomes and experience
Make sustainability, long-term value and customer outcomes practical in the experience. Consumer Duty is proof depth where it applies, not a separate brand.
What's included:
- Review proposition, messaging and journey alignment with sustainability, long-term value and customer outcomes
- Map intent to product features, service flows, or decision points, including where AI belongs in the flow
- Identify and reduce friction to support behaviour change or sustainable choices
- Optional: integrate insights from lived experience, impact reporting, or regulatory requirements
Outcome: Sustainability and customer outcomes become part of the experience: practical, differentiated, and designed to drive real action.
Testimonials
I had the pleasure of working with Megan over several years and saw first hand her effectiveness as a business leader and team player. Megan is a high achiever and delivers quality outcomes. She is a delivery focussed individual, both strategic and operationally, who always strives to do the right thing for customers in support of the wider business strategy. As a multi-talented individual Megan has also led significant transition programmes in addition to her customer work. She led the transition of our Edinburgh colleagues to work from home, during Covid-19 lockdown, ensuring business continuity and has also co-led business readiness for our transferring product sets to an Outsourced Service Provider. Both these programmes required exceptional project management capability, risk assessment skills, team leadership and excellent communication skills. Megan is a highly regarded colleague who is well adept at working with both internal teams and third party partners alike. She is a strong project manager, with great presence of mind, and great problem solving skills who is able to present her work comprehensively and with passion to her teams, the executive group and to the Boards with great effect. Overall, an excellent colleague who would be an asset to any organisation.
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. It is by doing this that Megan is able to create an environment for those around her to want to make a difference and to deliver outcomes in the best possible way. Megan's people first approach is invaluable within any team. She truly cares about the individual, looking to help them in whatever way she can. This allows her to build strong, authentic relationships with stakeholders which are key to successful deliveries and getting things done. As a leader, she encourages personal development by providing both the support and encouragement to be the best version of yourself, helping people to feel valued and part of a bigger cause. It is her unique ability to balance her passion for people, technical knowledge and drive to deliver the right outcomes which makes Megan a genuine joy to work with.
Megan's leadership has left a lasting impact on my professional growth. My fondest memories with Megan are the times in front of a whiteboard, pen in hand and excited by the opportunity to shape and deliver a strategy from the ground up. Megan's creative and innovative mindset is one of her defining strengths as a leader. She is willing to take bold and brave steps that push beyond conventional thinking and this quality has been a distinguishing factor in a space where change can often be challenging. Her inspired leadership not only opens up possibilities, but also creates a culture of empowerment for those around her. As a people-manager, Megan has been exceptional in fostering a sense of empowerment within her team. She has given me the confidence to lead myself, make decisions and contribute ideas, always knowing that I have her full support. This trust has allowed me to take ownership of my work and execute plans with confidence. Her leadership style not only encourages independent thinking but also creates a culture where innovation thrives. I am truly grateful for the opportunity to work under her guidance and highly recommend her as a leader who inspires, supports, and drives meaningful change.
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
Megan works with insurers, banks, pensions and wealth firms, and with fintech and femtech teams, on customer and client operations, proposition and go-to-market.
Previously, as Head of Customer Sustainability at Standard Life, she led Standard Life’s first digital and financial inclusion strategies. That work included Digital Skills Hubs, which increased customer engagement by 84%, and a remote-working transition covering 1,000 customer-facing colleagues within a wider move of 3,000 colleagues.
She embeds with leadership teams to decide what to automate, what stays human, and how to protect customer outcomes. AI sits inside the journey and the operating model, not as a product on its own. Where Consumer Duty applies, she uses it as proof of those outcomes.
Braw.
Braw (Scots, pronounced brr-aww): brilliant, bold, and just right