Experience Specialist, Senior Manager
Kirstie is an Experience Strategy and Design Leader at PwC, helping organisations become more experience-led by connecting customer strategy, journey design, operating models and orchestration into practical change.
Her work moves beyond mapping individual journeys to shaping the systems behind them: how journeys are connected and owned, how organisations make decisions around them, and how experience brings together people, technology, data and operations. Increasingly, Kirstie is exploring what this means in an agentic AI world, where journeys need to respond and adapt across an evolving ecosystem of human and AI interactions.
At the heart of Kirstie’s work is a belief that great journeys are not something organisations simply design, but something they need to organise around and continuously manage. She is particularly interested in how businesses turn experience ambition into action, creating the ownership, orchestration and capabilities needed to deliver connected experiences that remain thoughtful, inclusive and human.
Check out Kirstie's session: When everyone is right and somehow the experience is still wrong