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
Customer experience still needs to improve
Insight still needs to guide the business
But ownership and direction are often unclear
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
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:
Customer Experience and insight strategy guidance
Helping you define where to focus and what matters most
Customer research direction and oversight
Ensuring research activities are aligned with business priorities and generate useful outcomes
Customer journey understanding and optimisation
Identifying friction, improving key moments, and strengthening customer relationships
Leadership and decision support
Providing an experienced perspective to help guide Customer Experience and insight-related decisions
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
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
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.
Common arrangements range from:
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1–4 days per month
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Ongoing or fixed-term engagements
Structured around your needs
Why work with me
I’m Damian Miller, founder of Intelligent Purpose
I’ve spent over 20 years helping businesses understand customers and make better decisions
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
That’s what I can provide