Over the past three years, I worked as an internal strategic design partner, supporting different business areas across H&M Group in making more informed, customer-centred decisions.
Through customer research, strategic design and cross-functional collaboration, I helped teams better understand customer needs, challenge assumptions and explore opportunities for development.
My work ranged from helping H&M Beauty understand its target customers and their need for guidance, to contributing customer insights to Global Customer Service's future CX strategy and informing discussions about the future of a sustainability-focused service.
Across these initiatives, we delivered research findings and recommendations that provided teams with a stronger customer perspective to inform their next steps.
Over the past three years, I worked as an internal strategic design partner, supporting different business areas across H&M Group in making more informed, customer-centred decisions.
Through customer research, strategic design and cross-functional collaboration, I helped teams better understand customer needs, challenge assumptions and explore opportunities for development.
My work ranged from helping H&M Beauty understand its target customers and their need for guidance, to contributing customer insights to Global Customer Service's future CX strategy and informing discussions about the future of a sustainability-focused service.
Across these initiatives, we delivered research findings and recommendations that provided teams with a stronger customer perspective to inform their next steps.