Amanda Payne

Amanda leads our Public Services Design team in their work to improve government services for their customers. For the past twenty years, she has been consulting in strategy and delivery. She's spent the last ten years focusing on the public sector. Amanda believes that customer centricity isn’t just for private sector firms. The more focused on the customer experience an organisation is, the better they perform – and this is also true for the public sector. During her time as Experience Strategy Director for the Public Services team, Amanda has achieved impressive results in translating policy into action. For example, facilitating continuous improvement for Talk to Frank and leading the UCD & BA partnership with NHS Blood & Transplant. Additionally, she has led the Maritime and Coastguard Agency, CAA, and Sport England in modernising their organisations by adopting a 'service design' approach to internal processes and customer interactions.