Women in CX Leadership Coaching Programme for a Big 4 Consulting Firm

A Big 4 consulting firm wanted to mark International Women's Day with something more than a celebration. They wanted their women in customer experience roles to leave with something they could actually use.

The challenge these women faced was not a lack of competence. It was navigating leadership in environments that were not always designed with them in mind — managing upward, managing across, and managing their own confidence in high-pressure client-facing roles.

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Insaight designed a one-day programme focused on self-discovery, authentic leadership, and the specific dynamics women in CX encounter that male colleagues often do not. Not theory. Practical tools for real situations.

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The one-day programme was followed by private one-on-one coaching sessions for each participant — a space to work through their specific leadership challenges with the kind of honesty that is difficult in a group setting.

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The result was a group of women who left not just more equipped, but more certain of their own leadership voice. Several participants described the coaching as the first time they had been given explicit permission to lead differently — and support to do so.

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