About Charlotte
Multidisciplinary Brand & CX Partner and CCXP (certified CX Professional by CXPA), bridging Strategy and Design with 20 years’ experience. I specialise in connecting brands and people through meaningful experiences, products and services focused on growth – innovation that excites consumers, drives commercial success and defines new creative boundaries.
Yuno Juno Freelancer of the Year (UX).
Headed up CX at BBH for 7 years when they were U.K.'s #1 creative agency.
First employee and ex-Creative Director of Accenture Bow & Arrow.
Ex-Global Experience Design Lead at Barclays.
CCXP (Certified Customer Experience Professional by CXPA).
Chair of Judges of the International CX Awards and U.K. CX Awards.
Speaker at The Marketing Academy.
Ex-Senior Lecturer and currently Industrial Mentor at Central Saint Martins (BA (Hons) Product Design.
Product Designer & Innovation Specialist (1st Class Honours at Central Saint Martins in BA (Hons) Product Design).
Mentor at the Grocers' Livery Academy Awards.
Occasional voice over artist and self-identified massive food geek.
My specialties span across agency, in-house, start-up and academia worlds:
• World class products and services that spearhead markets based on unmet customer needs
• Defining your brand’s CX North Star vision and Omnichannel Experience Strategy and Design
• Aligning your customer growth to your commercial growth
• Defining or enhancing your CX/EX proposition and services that bring your brand DNA to life
• Pitch Consultation, Growth Strategy, CX Strategy, Innovation Strategy
• Thought leadership, mentorship, training and writing on CX and Innovation
I love learning about different cultures. Having lived in several countries (UK, HK, Canada), I speak English, Cantonese and some Mandarin & French.
Interested in freelance, FTC and consultation opportunities, collaborations with brands, agencies and independents.Feel free to contact me about your exciting opportunity (outside IR35 only).
English
Native or bilingual
French
Basic
Cantonese
Conversational
Can work on-site
London (up to 50km)
Experience
- Accenture Bow & Arrow.Creative DirectorJanuary 2009 - December 2012 (3 years and 11 months)An innovation consultancy that creates products, services and propositions through asset maximisation. Identifying growth opportunities, co-creating solutions with clients and delivering them to market.I was the first ever employee at Bow & Arrow, helped shape the business and build the team and became Creative Director within two years. Creative direction and leadership of creative team, overseeing all creative output. Working across all facets of the business to pitch and lead projects. Team growth, planning and development. Co-creating solutions with clients through end-to-end innovation process.Clients include Google, HP, Cadbury, Carphone Warehouse, O2, The Times, Sainsbury’s, Green & Black’s and Kerry Foods.
- Central Saint Martins (BA (Hons) Product Design.Ex-Senior LecturerJanuary 2014 - December 2021 (7 years and 11 months)UAL is World #2 in Art and Design (QS World University Rankings®).Head of First Year on the BA (Hons) Product Design course at Central Saint Martins. Previously also taught across all 3 years as Associate Lecturer.Leading, mentoring and growing the full cohort of 110+ Product Design students to reach their full creative and professional potential, as well as fostering diversity across all dimensions.Managing a team of stellar Associate Lecturers and Visiting Lecturers to drive multidisciplinary collaboration and foster creativity across the entire cohort.Specialising in 2D and 3D Design, Brand Experience and Service Design anchored in deep customer empathy and user-centered design thinking. Helping the cohort achieve recognition through their individual growth, group projects and winning industry awards such as D&AD New Blood.
- Independent Freelance Brand and CX PartnerCX Consultant, Product Designer & Innovation SpecialistJanuary 2013 - June 2025 (12 years and 5 months)London, United KingdomIgniting brands through outstanding Brand and Customer Experience. Creating new brands, products, experiences and services across all sectors. Interested in working with gamechangers to create creative, commercial and customer growth, from multidisciplinary agencies to meaningful brands.Website: http://www.charlotte-lo.comServices:Brand & Customer Experience, Culture Empowerment, Innovation/NPD, Service Design, Packaging, Digital, Retail and Spatial Design. Research, Customer Insight, Brand Strategy, Market Positioning, Proposition Development, Thought leadership.Clients: Nike, Skyscanner, HSBC, Coty, Estée Lauder Companies, John Lewis Partnership, Trustpilot, M&S, BT.See CV for full details.
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Education
- CCXP certification licence Certified Customer Experience ProfessionalCXPACCXP certification licence Certified Customer Experience Professional
- APG Strategy Leaders of Tomorrow programmeAPG Strategy Leaders of Tomorrow programme
Certifications
- CCXP (Certified Customer Experience Professional) (2020-present)CXPA2023