A commercial leader – with a customer lens
Leadership isn’t linear.
I created Kaptive for the moments that prove it.
I’m Deborah, and I’ve spent the last 20+ years helping businesses connect more deeply with with their customers, their teams, and their strategy.
I’ve led customer-facing teams through scale-up, international expansion, and strategic pivots. At Perkbox, I helped grow revenue from £5m to £28m ARR and later supported a successful exit. At Doctify, I built and led the customer success and experience function through 400% revenue growth in under three years.
These were exciting, high-growth environments – but what shaped me most wasn’t just the acceleration. It was everything underneath: the tough decisions, shifting priorities, bold bets, and unexpected blockers. Leading through all of that taught me how to create progress that sticks – and showed me the real value of support that’s tailored, thoughtful, and human.
Before I found my home in CS (Customer Success) and CX (Customer Experience), I spent a decade in fast-moving consumer goods. I led Joint Business Plans with major UK retailers like Asda and Sainsbury’s, developing deep commercial discipline, customer insight – and a sharp sense of how to deliver mutual value.
_edited.jpg)
Later, I moved into financial services, leading cross-sell strategy and proposition development for D2C audiences. I’ve always thrived at the intersection of customer experience and commercial growth – and that’s what I bring to my clients today.
Whether we’re navigating leadership transitions, customer challenges or strategic opportunities, I bring customer thinking into every conversation. Because when you keep customers at the centre, stronger decisions follow.
My clients are innovators, visionaries, customer-centric, ambitious, change makers and impact-driven.
Why I created Kaptive
Kaptive was born from everything I learned leading in high-growth, high-change, customer-driven environments – and everything I wish I’d had sooner.
These aren’t “it’s so obvious in hindsight” fixes but big pushes and genuine ambition. I saw too often what happens when momentum stalls. Issues go misdiagnosed, roles are poorly introduced, and time or pressure keeps moving things. Some days you’re on it. Other days, you’re out of your depth. And sometimes, it’s your team or your peers who are stuck - and you’re the one expected to move things forward.
In those moments, what made the difference wasn’t more effort — it was the right support. Space to think. A trusted sounding board. Someone to help shape the plan — and give it traction.
Kaptive exists to support customer-first leaders as they grow through change, scaling, or strategic input that’s grounded in real experience and designed to accelerate lasting impact.
Values
Empowered to
make a difference
Commercial impact comes from decisions and action - not just ideas. I focus on what really moves things forward.
With structure, challenge, and real-world experience, I create space for meaningful progress - the kind that lasts beyond the workshop or call.
Navigate change
with confidence
Leadership isn’t static - it’s shaped in the messy, shifting spaces of change. But the right momentum can turn anxiety into action.
I help you make sense of complexity and move with confidence - even when it feels hard or unfamiliar.
Curious,
together
Growth starts with better questions - about what’s working, what could be different, fresh perspectives .
I’ll bring openness, challenge, and energy to help you explore new thinking and move forward with clarity.
Enjoy the
Work
I show up authentically and build real relationships.
We’ll make space for thoughtful decisions, meaningful progress, and a sense of fulfilment — because the journey matters just as much as the outcome.
Lead with
clarity, grow
with confidence.
Use the form to get in touch - and we’ll work out where best to start.