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Hi, I’m Sonia Holmes, a senior customer experience leader with 16+ years’ experience designing and embedding end-to-end CX strategy across complex, multi-stakeholder and regulated environments. I specialise in building customer journey frameworks, translating insights into prioritised actions, and influencing senior leaders to deliver measurable improvements in customer outcomes, trust and service performance. In my CX transformation work I connect people, process, data and technology to deliver consistent, high-quality customer experiences. I thrive on leading cross-functional teams and shaping strategy across marketing, digital, and platform programmes, ensuring customer outcomes drive every decision. I’m passionate about turning customer insight into practical improvements that boost experience quality, trust and business performance.…Hi, I’m Sonia Holmes, a senior customer experience leader with 16+ years’ experience designing and embedding end-to-end CX strategy across complex, multi-stakeholder and regulated environments. I specialise in building customer journey frameworks, translating insights into prioritised actions, and influencing senior leaders to deliver measurable improvements in customer outcomes, trust and service performance. In my CX transformation work I connect people, process, data and technology to deliver consistent, high-quality customer experiences. I thrive on leading cross-functional teams and shaping strategy across marketing, digital, and platform programmes, ensuring customer outcomes drive every decision. I’m passionate about turning customer insight into practical improvements that boost experience quality, trust and business performance.

Sonia Holmes

Digital Marketer, Marketing Consultant, Creative Director, +4

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Hi, I’m Sonia Holmes, a senior customer experience leader with 16+ years’ experience designing and embedding end-to-end CX strategy across complex, multi-stakeholder and regulated environments. I specialise in building customer journey frameworks, translating insights into prioritised actions, and influencing senior leaders to deliver measurable improvements in customer outcomes, trust and service performance. In my CX transformation work I connect people, process, data and technology to deliver consistent, high-quality customer experiences. I thrive on leading cross-functional teams and shaping strategy across marketing, digital, and platform programmes, ensuring customer outcomes drive every decision. I’m passionate about turning customer insight into practical improvements that boost experience quality, trust and business performance.…Hi, I’m Sonia Holmes, a senior customer experience leader with 16+ years’ experience designing and embedding end-to-end CX strategy across complex, multi-stakeholder and regulated environments. I specialise in building customer journey frameworks, translating insights into prioritised actions, and influencing senior leaders to deliver measurable improvements in customer outcomes, trust and service performance. In my CX transformation work I connect people, process, data and technology to deliver consistent, high-quality customer experiences. I thrive on leading cross-functional teams and shaping strategy across marketing, digital, and platform programmes, ensuring customer outcomes drive every decision. I’m passionate about turning customer insight into practical improvements that boost experience quality, trust and business performance.

Available to hire

Hi, I’m Sonia Holmes, a senior customer experience leader with 16+ years’ experience designing and embedding end-to-end CX strategy across complex, multi-stakeholder and regulated environments. I specialise in building customer journey frameworks, translating insights into prioritised actions, and influencing senior leaders to deliver measurable improvements in customer outcomes, trust and service performance. In my CX transformation work I connect people, process, data and technology to deliver consistent, high-quality customer experiences.

I thrive on leading cross-functional teams and shaping strategy across marketing, digital, and platform programmes, ensuring customer outcomes drive every decision. I’m passionate about turning customer insight into practical improvements that boost experience quality, trust and business performance.

Skills

Leadership

CRM

Data Visualization

Experience Level

Leadership

Expert

CRM

Intermediate

Data Visualization

Intermediate

Language

English

Fluent

Work Experience

Client Partner / CX Director at S2 / LRS / SCL

September 1, 2024 - Present

Strategic lead for multiple CX commerce and brand projects, shaping customer-centric strategies and delivery across digital and service touchpoints, acting as the primary senior point of contact for stakeholders and ensuring alignment to customer outcomes and organisational priorities. Managed multiple concurrent client relationships, ensuring account plans, delivery priorities and outcomes were aligned to client business objectives and internal commercial goals. Directed multi-disciplinary agency teams (UX/UI, strategy, data, development, analytics) to deliver complex digital programmes. Held full commercial responsibility, managing budgets, profitability, and ROI. Drove account growth by identifying, shaping, and converting new business opportunities. Oversaw creative direction, customer experience research, and client-facing presentation.

LRM Client Services Director at LRM

April 1, 2023 - August 1, 2024

Senior CX and digital strategy leader, engaged to provide oversight, structure and direction across marketing, experience and platform programmes in a complex, multi‑disciplinary environment. Defined CX frameworks, journey standards and prioritisation approaches informed by customer insight, behavioural data and performance analytics. Partnered closely with digital, technology and operations teams to prioritise activity, improve experience quality and drive continuous improvement. Accountable for senior stakeholder relationships, scope management, delivery quality and client confidence. Built capability across teams by setting clear standards, guidance and best practice for marketing, content and experience delivery.

LRS Client Partner at LRS

September 1, 2024 - Present

Senior CX and digital strategy leader, responsible for shaping customer-focused digital experience initiatives aligned to defined journeys, service expectations and customer needs. Led activity across marketing, experience and platform programmes; ensured high-quality delivery and client confidence.

Business Experience Director at Wunderman Thompson Commerce

November 1, 2022 - March 1, 2023

Strategic lead for end-to-end customer experience programmes across digital and service platforms, combining CX strategy, operating models and stakeholder leadership. Executive ownership of CX strategy and delivery across client engagements; translated complex CX and platform solutions into actionable recommendations and account plans.

Client Services Director / Client Partner at Serendipity2

May 1, 2014 - December 31, 2022

Senior CX, digital and marketing lead for complex, long-term programmes, leading the creative and digital function, overseeing key accounts and driving the strategy, development, and launch of integrated digital solutions across web, e-commerce, SaaS/cloud platforms, sales enablement tools, and digital asset management systems.

Account Director at Serendipity2

January 1, 2012 - April 1, 2014

Headed the creative and digital function, managing SaaS customers, upselling into accounts, and acting as the lead interface between clients and development teams. Led multiple technical developments including API integrations and CMS implementations; defined key user journeys and led workshops with stakeholders.

Digital Marketing Manager at Sodexo Benefits and Rewards Services

January 1, 2009 - December 31, 2011

Responsible for digital and offline marketing planning, project and account management, product management, and delivery of campaigns including advertising, asset creation, direct marketing and brand development. Managed external website contractors, wrote technical specifications, led customer satisfaction programmes and built a small team.

Product Manager at Sodexo Benefits and Rewards Services

January 1, 2008 - December 31, 2009

Led product management, delivery of projects, and marketing activities for multiple schemes; developed bespoke systems for key clients and managed relationships with internal and external teams.

Sales and Marketing Manager at La Maison Limited

October 1, 2007 - June 30, 2008

Marketing and sales leadership for a luxury retail outlet, building customer relationships and developing marketing, online and offline campaigns; responsible for stock control and supplier liaison.

Administrative / Register Maintenance at HSBC

January 1, 2005 - December 31, 2007

Worked in the register maintenance team, project managed report management for savers accounts, managed client money, distributions, switches, transfers, refunds and reconciliations.