Fractional Head of Insight / Customer Experience
Senior insight and Customer Experience leadership - without hiring full-time
Ongoing support to help you make better customer-led decisions and improve experience, retention, and growth
Decisions still need to be made
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Customer experience still needs to improve
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Insight still needs to guide the business
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But ownership and direction are often unclear
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This is where fractional support helps
As your Fractional Head of Insight / Customer Experience, I provide senior-level support and guidance on a flexible basis
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Helping you:
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Understand your customers more clearly
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Prioritise Customer Experience improvements
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Make better customer-led decisions
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Ensure research and insight activities are focused and useful
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Improve retention, onboarding, and overall experience
Many growing businesses reach a point where customer experience and insight become critical, but hiring a full-time senior leader isn’t yet practical
This provides leadership without the cost or commitment of a full-time hire
How this works in practice
Support is tailored to your business, but may include:
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Customer Experience and insight strategy guidance
Helping you define where to focus and what matters most
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Customer research direction and oversight
Ensuring research activities are aligned with business priorities and generate useful outcomes
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Customer journey understanding and optimisation
Identifying friction, improving key moments, and strengthening customer relationships
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Leadership and decision support
Providing an experienced perspective to help guide Customer Experience and insight-related decisions
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Ongoing advisory support
Helping ensure customer experience and insight remain a consistent focus as your business grows
What you gain
With fractional CX and insight leadership, you gain:
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Senior experience and perspective
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Clearer priorities and direction
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Better customer-led decision-making
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Improved customer experience and retention
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Stronger foundations for growth
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All without hiring full-time
Who this is for
This is ideal for:
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Growing businesses investing in customer experience
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Founder-led businesses scaling operations
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Businesses without a dedicated senior CX or insight leader
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Teams who want experienced support and guidance
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Most clients begin with a Customer Experience Clarity Session before moving into ongoing support
How support is structured
Support is typically provided on a flexible monthly basis.
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Common arrangements range from:
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1–4 days per month
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Ongoing or fixed-term engagements
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Structured around your needs
Why work with me
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I’m Damian Miller, founder of Intelligent Purpose
I’ve spent over 20 years helping businesses understand customers and make better decisions
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I’ve been a Research Director, led insight teams, and worked with brands including Waitrose, Tesco, M&S, and John Lewis
Many growing businesses reach a point where customer experience and insight become critical — but hiring a full-time senior leader isn’t yet practical
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That’s what I can provide