Kate Kapp

Kate Kapp is a Senior Customer Experience and Service Design leader with nearly 20 years of experience helping organisations navigate transformation, from the dot-com boom to today's AI era. Having started her career in UX before specialising in service design and customer journey management, she has built her career around a simple belief: great experiences happen when organisations understand and design the whole journey, not just individual touchpoints.

Today, Kate works at Arbex, the joint venture between Kimberly-Clark and Suzano—global leaders in consumer products and sustainable forestry—where she is helping define the customer operating model for a significant business transformation. Her work focuses on ensuring customer experience remains at the heart of change, bringing together strategy, operations, technology and culture to deliver meaningful customer outcomes.

Throughout her career, Kate has led CX and service design transformation across organisations including the BBC, Sky, Tesco, Sainsbury's, Nationwide, Kimberly-Clark and Arbex. She has built service design and research functions from the ground up, embedded journey management into operating models, and designed end-to-end customer journeys for new propositions and business transformations across multiple industries.

Known for thriving in builder environments, Kate specialises in bringing together customer insight, operational change and emerging technologies to create meaningful business and customer outcomes. Having experienced both the internet boom and today's AI revolution firsthand, she is passionate about helping organisations ensure technology and customer needs evolve together.