I work with organisations navigating complex client, employee, operational and transformation challenges - bringing together strategy, insight, technology and the human experience to deliver meaningful change and value.

Understand end-to-end client or employee experience and identify where changes to people, process and technology will make the biggest difference.

Design better experiences

Make change stick

Design and implement the operating models, ways of working and adoption approaches required to translate strategy into reality.

Make confident decisions

Bring together client data, research, feedback and frontline insight to identify what really matters and where to focus.

Turn insight into action

Move beyond dashboards and research reports to create clear recommendations, priorities and stories that leaders can actually act on.

Unlock the value of useful AI

Identify and embed practical opportunities for responsible AI adoption, without losing sight of the people using it.

WHAT I help WITH

ABOUT ME

I'm curious, collaborative and human-centric, structured, pragmatic and value-oriented.

I like working on ambiguous problems where there is a lot of information but not necessarily a clear answer. I tend to start by getting underneath the problem; looking at the data, talking to the people experiencing it and understanding the business context, and then bringing structure to what we find.

I'm hands on in turning insights into practical solutions, and I’m creative in my solution design. I care a lot about whether something will actually work in an organisation, rather than just producing a good recommendation.

I am adaptable in the framework or tool lens I use - it will depend on the context.

My career has sat at the intersection of business, technology and client & employee experience. I've spent the last 11+ years leading client experience strategy in a complex, regulated financial services business. I've transformed operating models, designed and implemented new business processes and programmes, led high performing teams, and led AI enablement from opportunity pipeline to deployed pilots. I've been a trusted advisor to executive leadership.

Outside of my career, I'm a Mum to two young kids, a wife and an interior-design-obsessed homemaker. I love cooking and hosting friends and family, and you'll usually find me at the gym in the early mornings, listening to 80s, 90s and early 2000s music on repeat, and watching televised sport every weekend.

Clarity Over Comfort

GENUINE CURIOSITY

INTELLECTUAL HONESTY

MEANINGFUL AMBITION

LEAVE THINGS BETTER

MEANINGFUL AMBITION

LEAVE THINGS BETTER

mY VALUES

Focused scope

Each engagement is centred on a defined challenge, project or area of opportunity - tailored to what the organisation needs.

how i work

Flexible by design

Engagements are structured around the need - whether that's a few days a week over several months or a shorter term, intensive project. The balance of remote and in-person work is determined by what the work requires.We agree a specific term, with a clear beginning, end and set of outcomes.

Embedded partnership

I work closely with your people and teams, bringing an independent perspective and specialist expertise. I work alongside your business rather than becoming another layer in it. I build solutions, skills and confidence to sustain momentum and value long after the engagement ends.

GET IN TOUCH

katherineswartland@gmail.com

Cape Town, South Africa