Genevieve Brechel

Genevieve Brechel is a senior service and experience designer, CX researcher and facilitator with 9+ years helping organisations turn customer understanding into products, services and journeys that last. She thinks in systems and ecosystems, mapping stakeholders, touchpoints and backstage operations to design services end to end. Working as a consultant across organisations in energy, automotive, aviation, healthcare, life sciences, finance and publishing, much of it through Thoughtworks and alongside her own practice, GB | Genevieve Brechel Consulting, she has mapped journeys, flows and service blueprints, built products zero-to-one, and helps teams find where AI belongs. She is driven by a simple conviction: now that building is faster, what matters even more is seeing how the pieces connect, the concept, the research and the bigger picture that make work built to last. In her Beyond the Map workshop, she explores why automation hasn't solved this: someone still has to set things up, judge what's relevant and what's noise, and keep the journey connected. She has spoken at the Pistoia Alliance UX for Life Science Conference and UX Healthcare Europe. Beyond client work, she is Community Lead at Service Design Drinks Berlin and an SDN Ambassador, co-hosting SDN's Community Voices podcast.