Heidi Stone is Positive Psychologist and Experience Designer. 
Founder of One World One Life, UK

I am a senior customer experience and transformation leader with a particular interest in alignment. I don’t mean that as a management cliché, but in aligning the brand promise with the lived experience, the customers need with operational reality, strategy with delivery and executive ambition with cross-functional ownership. A core belief behind my work is that customer experience is a matter of organisational integrity: the extent to which a business truly delivers what it says it stands for. I believe the most important responsibility of a CX Leader is to close the gap between promise and experience by translating brand personality into real service propositions, interactions and operations, and helping organisations build trust through what they actually do, not just what they say. I bring both a helicopter view and delivery depth. I’ve a knack for connecting disparate information and turning it into pattern recognition, strategic synthesis and narrative creation, but I am equally comfortable getting into the detail needed to make change credible and workable. I am most effective where organisations need big-picture thinking grounded in operational reality, and I achieve this by creating compelling customer visions that people across the business can understand, believe in and act on. My approach is human-centred. I believe customers should be able to choose the channel that works best for them within the context of their interaction and needs. I think that strong organisations create better outcomes when they take care of employees, customers, partners and communities together. I bring a strengths-based perspective informed by positive psychology, using this to support both experience design and culture change in ways that are practical, credible and sustainable. I have led work nationally, internationally, and globally, in complex industries, spanning customer vision, proposition and journey design, service quality improvement, trust recovery, governance and cross-functional mobilisation. I’ve been particularly effective in complex environments where confidence needs to be rebuilt, cultures need re-orienting, fragmented objectives need to be brought together, and customer-led change needs to work in practice rather than remain as rhetoric. This is alignment.