Partnered with global brands including Dyson, HSBC, GSK & Accenture to design and transform customer and employee experiences at scale.

I design connected experiences the systems, journeys, and mechanisms that shape how customers and employees feel, behave, and stay loyal. My work blends experience strategy, service design, innovation, and transformation, bridging the worlds of customer and employee experience into one coherent operating model.

Across 15+ years, I’ve partnered with global brands including Dyson, HSBC, GSK, O2 Telefónica and Accenture, leading work that reimagined journeys, redesigned services, and built new experience-led ways of working. My sweet spot is solving fragmentation: connecting frontstage and backstage, culture and customer promise, digital and human touchpoints.

I’ve redesigned Dyson’s global EVP and experience system; built innovation incubators at HSBC and GSK; and helped O2 Telefónica become both #1 in mobile customer satisfaction and a Great Place to Work, proving that customer and employee experience rise together when the system behind them is coherent. I’ve led cross-functional journey redesign, prototyped new service experiences, shaped new operating models, and built capability programmes that shift teams from project thinking to experience-led delivery.

Organisations bring me in when they want to break out of service sameness, design experiences people actually feel, and turn strategy into something tangible. My approach is direct and practical: I challenge assumptions, connect the dots others miss, and help teams design experiences that move metrics and meaning.

What drives me is simple: building experiences with coherence where brand, behaviour, and experience finally align, and where the people using the system can feel the difference.

Danny Seals

I have a bit of time on my hands so I am thinking of creating a video course…

Something that’s low overwhelm, value and outcome drive and probably below £100 

What do you lovely folks want and need let me know below

People & Culture Strategy | HR Transformation | People Product

I have a bit of time on my hands I am thinking of create a video course. What would you want?

Most organisations are leaking revenue 
they just call it employee experience.
Most organisations don't see it that way yet… they will.

Every broken handoff, every opaque promotion process, every onboarding that lands like lead balloon all revenue leaks slowly drip by drip all compounding and causing rot in your foundations 

Then things start to break high performers leave, cohorts go through your onboarding and disengage before they have even delivered on their first year of value

Eventually you becomes second or third to your competitors

That's experience leak is debt and most organisations are carrying more of it than they realise.

The best CPOs and CHROs I’ve worked with are the one who have a open mind to stop seeing experience as just some nice to have instead want to ended it into their strategy through compounding value streams that compound returns


Here's what that shift looks like in practice:

1. Map the macro, meso and micro

Find where experience compounds, most px teams operate in silo at a micro level on 
individual moments and isolated touchpoints. Senior leaders need to see the full picture where do experience failures create the biggest drag on performance, retention and growth? 
Where is the transformation happening on the business and the people in it That's where your strategy starts so identify the value chains and design for compounding value.

2. Make experience legible in business language.

Engagement scores don't move executives, revenue loss does spend extra time in tanslating experience into cost, retention, performance and competitive advantage. When you can show that a broken offboarding process is costing then 100s of thousands in lost rehires and damaged client relationships, you're not advocating for experience anymore. You're presenting a solvable business problem.

3. Own the economic narrative before someone else does.

If you can't quantify the cost of broken experience, finance will and they won't frame it in your favour they are special creators and we love them but narrative crafting needs work especially when something like experience that isn’t just black or white building the case study will protect you from having one built against you and also help in th transformation form cost center to value creator

Experience strategy is a set of decisions about where experience matters, where it doesn't, and what you're willing to stop doing.

The leaders who get this right won't just have better engagement scores. They'll have a competitive advantage that's genuinely hard to replicate remember you can put all the bell and whistles on a EVP design but if its nit lived experiece your leak will turn into a flood.


Ps finance folks if your reading this, I actually enjoy working with you 🤗

Laura Joy

Increasing people engagement to increase performance and profits 🙋🏼‍♀️ | Corporate Consultant & Executive / Leadership Coach | Coffee lover ☕️ | Culture creator 💫 | Organisation design | Personality profiling 4️⃣D |

I’m LJ. Proud Mancunian. Ex-HRD. Straight-talker. Leadership & Authority Advisor.

For 20+ years, I worked inside world class organisations leading global teams. I’ve built businesses, rebuilt cultures, and rebuilt myself more times than any glossy bio could capture.

I’ve climbed the ladders.
Redesigned the ladders.
And walked away from the ones that were never built for women like us in the first place.

Here’s what I know for sure:

Being relied on isn’t the same as being recognised.
And responsibility without authority will quietly drain you.

If you’re already doing the job - carrying weight, making things work, being the safe pair of hands - but still not getting the role, recognition and respect to match, you’re in the right place.

This isn’t about confidence.
And it’s not about “fixing” you.

It’s about being seen properly - without over-functioning, over-explaining or burning your life down to get there.

You don’t need to be louder.
More polished.
Or smaller to fit in.

You get to have:
- Ambition and a life
- Impact and boundaries
- Recognition and self respect

Yes, all at the same time.

Ways we can work together (individuals)

• THE CLAIM - My signature leadership identity experience
• THE LINE - One leadership intensives
• THE RESET - Fast fix immediate impact session

If you need it, it’s in my toolkit.

And if you’re a CEO or senior leader reading this…

I’ve sat in your seat too.

I know what it looks like when capable leaders are stretched thin, communication gets messy, and the same few people carry everything while momentum stalls.

I help organisations move from firefighting to functioning - building teams with clear ownership, real authority and leaders who don’t need hand-holding.

Consultancy support includes:

- Engagement & organisational health checks
- Team dynamics and ways-of-working resets
- Communication and clarity interventions
- Burnout prevention without performance loss
- Leadership development for busy, stretched or rising leaders

Plus fractional, hands on support - so you get better leaders, stronger teams and results that last.

No burnout.
No chaos.
No revolving doors.

If something in you is saying “this needs to change” - trust that.

📩 Send me a message.
You’re don't wait.
You already know.

The People & Performance Consultancy

I’m in my zone of genius when I’m helping people focused business leaders create teams of happier PEOPLE, more efficient PERFORMANCE and even bigger PROFITS. In each business I've worked in I’ve used my unique system to make a difference that’s measurable on the bottom line.

Business Healthcheck | Team Cohesiveness | Ways of Working

If you’re pulling others down you’re part of the problem. 

Today I get to go and support a woman I’m proud to class as a friend and northern sister.

This woman has pulled out alllllll the stops and tomorrow The Big Festoon is happening at the AO arena Manchester. My hometown. 

The same place the Brit awards were held - and to think the production ‘may’ be bigger! 

Let that sink in. 

👑🐝 Dani Wallace 👑🐝 I know from our calls and chats it’s a labour of love. I know it’s tested you to the limits. 

I know you have an army of love and support around you and we cannot wait to bring the energy for you and each other. 

It’s all worth it. Nearly there.

Now who am I seeing there? Brace for hugs (if your up for it).

Laura  Joy

Responsibility without authority is costing you | Leadership & Authority Strategist | Advisor to CEOs & senior female leaders

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You don’t hate your role. You hate the unpaid promotion.

When you’re:
 ■ Leading without the title (or the pay)
 ■ Carrying decisions  that aren’t yours (and the stress)
 ■ Mentoring sideways (and being the the 'can you just' person)
 ■ Fixing what leadership won’t (because you see it and they don't)

That’s not disengagement. That’s misalignment.

You know it's not right. You know it's a liberty. You know.

If this feels uncomfortably accurate, it's time to do something about it. 

In it with you. Are you ready?

A note to the female leaders in corporate, 

I get the week’s been a lot… 

• The colour coded masterplan of Monday has been totally hijacked by the gazillions urgent bin fires.

• The back to back diary with endless meetings that are filled with none stop talking, no agenda and pretty much no actions from all the chat.

• The too many to count times where you’ve been spoken over because the noisy personalities were wi!!y wangling. 

• The wheelbarrows of cr@p that others came in and dumped on your desk and of course only you could fix them. 

• The none stop demands. 

It’s a lot. 

Enough. 

It’s time to take back control, because if you carry on letting it happen you’re - said with love - an enabler. 

So instead of “not my circus, not my monkeys”, what about we because the ring mistress?

Organisation time…

 🪓 Axe throwers axes locked away.
 🤡 Clowns not entertained.
 🦁 Lions back in their cage.

We take control. We don’t accept and moan. 

You with me?

To the women...

To the women who are called aggressive when they’re being assertive.

To the women who know their worth and won’t accept less than this.

To the women who speak their mind and aren’t afraid to go against the grain.

To the women who actively support each other and aren’t b!+chy or rude.

To the women who dare to try even when they’re scared of ‘what if?’.

To the women who walk away rather than be somewhere in a line up.

To the women who are changing the world of work instead of moaning.

To the women who are dialling things up instead of accepting and settling.

To the women who support blended families instead of being a block. 

To the women who fix another woman’s crown when it’s crooked…

YOU’RE my kind of women. 

Reminder. One day isn’t going to change things, it’s what we do day in and day out. 

Keep fighting. Keep challenging. Be relentless. 

Much love,
Laura Joy 
🥂


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