Michelle Badenhorst

Customer Experience Lead 

Service Design Facilitator

Business Change Coach

Michelle is a passionate agent for transformational thinking. Her personal mission is to enable businesses and individuals to improve and grow through the application of human-centred design principles & creative thought-provoking processes. She loves to challenge businesses & individuals to consider and apply different lenses & perspectives when identifying problems and designing solutions.

With her creative facilitation, various design and product development skills, she has helped many organisations to improve and transform.

Companies like Old Mutual Kenya, Old Mutual Wealth, Sanlam, Woolworths, Homechoice, Presles & Two Oceans Aquarium have benefited from her expertise in Design Thinking, Creative Problem Solving, Strategy Creation, Customer Research, Customer Journey Mapping, Experience & Service Blueprint Designing, Voice of the Customer (VoC) Program Creation, Defining CX metrics, etc.

She has extensive expertise in implementing and supporting Enterprise Resource Planning (ERP) & CRM systems, after analysing and preparing functional and detailed design specifications, as per the project scope.

Michelle is a member of the Customer Experience Professional Association (CXPA) and has the following certifications:

  • Scrum for Everyone and What is Agile, Certificate of Attendance
  • Certified Customer Experience Professional (CCXP), CXPA, 2018
  • CEM Certified Process Professional Masters, Team Impact IQ Business, 2016
  • Business Foundation & Integration SAP ERP 6.07, SAP Global Certification, 2016