Lorraine Doke

WORK HISTORY

EDUCATION

ABOUT LORRAINE DOKE

As a seasoned CX professional, I am passionate about transforming customer experiences and enhancing business outcomes. Leveraging design thinking, customer journey mapping, and storytelling, I have successfully led, coached, and mentored teams to adopt a customer-first mindset, driving meaningful and lasting change while delivering successful business outcomes. With a strong background in financial services and experience across various sectors as a management consultant, I bring a Lean Six Sigma (LSS) Green Belt expertise in business process improvement to my analysis of customer journeys and am able to view the processes holistically. This approach enables me to identify opportunities for innovation, improve efficiency, and drive continuous CX improvement.Some of the tools and skills I apply regularly include- Surveys(VOC and VOE), research and interviews- CX Metrics & KPIs (NPS, CSAT, CES)- Data Analysis to uncover actionable customer insights- Persona Development and customer segmentation- User Experience (UX) Design- Service Design- Project Management (Agile, Scrum) and Change ManagementI am a people person, with a natural curiosity which enables me to facilitate workshops with ease while enabling great conversations that uncover such fantastic insights and requirements that have led to new products, services, and experiences. I excel at translating high-level strategy into actionable tasks and aligning cross-functional teams around a clear north-star goal. From discovery to implementation, I have consistently delivered impactful projects by- Developing detailed personas and mapping their journeys- Identifying key pain points and ideating solutions- Designing fit-for-purpose, future-state journeys with clear roadmaps on how to achieve these results- Tracking of benefits and ROI to make CX tangibleMy expertise in customer feedback management and building CX frameworks enables me to drive growth, improve retention, and foster loyalty.I combine strategic insights with hands-on execution to help organizations build customer-centric cultures and achieve measurable results.