Customer Centricity & Collaboration

Your partner in building a customer-centric future.

Most companies talk about their customers. Few truly understand them. I help organisations close that gap, building better services, stronger teams and more meaningful businesses.

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Judit Kertész — Design Strategist & Founder of MangroveLab
The person behind MangroveLab
Judit Kertész
Design Strategist & Founder of MangroveLab

I help organisations make human-centric mindset part of how they work every day. As AI takes over more routine tasks, the ability to collaborate well and understand customers deeply becomes a real competitive advantage. Through mentoring, capability building and hands-on projects, I equip teams with the skills and confidence to develop genuine customer insight and build services that truly respond to their needs.

I work at all levels, from in-house teams to senior management. When projects call for it, I collaborate with a trusted network of experienced partners.

15+
Years of experience with clients across finance, insurance, telco and beyond.
50+
Projects led with organisations like Graphisoft, Mastercard, Vodafone, UNIQA, NN, Novartis, Audi and UniCredit Bank.
100+
Professionals supported in service design and human-centric thinking.
How I can help you

Build the skills that make it stick...

From Tools to True Understanding

A tailored service design and CX capability building programme combined with on-the-job coaching. Your team moves beyond templates and frameworks, builds real confidence in human-centric thinking, and always has someone to turn to when questions come up.

Service Design Customer Experience Design Thinking On-the-job Coaching
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Master the Art of Thinking Together

As AI takes over routine tasks, the ability to think and create together becomes your most valuable skill. I help teams master facilitation, learn which tools to use and when, and build the confidence to run sessions that actually lead somewhere, including some unexpected inspiration from improvisational theatre.

Facilitation Collaboration Improv Methods AI Ready Mindset
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...from customer insight to real impact.

From Customer Reality to Better Services

You want to offer services your customers actually need, not what you assume they need. I help you get genuinely close to your customers through research and co-creation, then turn those insights into services that work, whether that's a new concept, a loyalty programme, or an upgraded existing service.

Service Innovation New Service Development Customer Research Design Sprint Loyalty Programme
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Turn Your Customer Journeys into a Living Practice

Most companies have customer journey maps. Few actually use them. I help you build the frameworks and collaborative systems that turn journeys into a living tool, one that connects data, cross-functional teams and real decisions, so the biggest pain points get tackled, not just mapped.

Customer Journey Management Journey Frameworks Cross-functional Collaboration
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Get in touch

Let's start a conversation.

Have a project in mind, want to explore working together, or just curious about what I do? Reach out directly, I'd love to hear from you.

contact@mangrovelab.com Connect on LinkedIn