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 & CX Professional, Founder of MangroveLab
The person behind MangroveLab
Judit Kertész
Design Strategist & CX Professional

I come from management consultancy, so I naturally think like a strategist. For me, customer understanding is not a design exercise but the basis for business decisions: where to invest, what to change and what to stop doing.

After eight years of leading an award-winning strategic design agency, I founded MangroveLab, where I mentor teams and leaders, facilitate workshops and lead hands-on projects, so that customer-centric thinking becomes their own.

I work with in-house teams and senior leaders alike, and bring in a trusted network of partners when a project needs it.

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 capability-building programme built around your team and your live projects. Your people learn service design and CX by applying them to their own work, move beyond templates, and gain the confidence to make customer-centric decisions on their own. And when questions come up, they always have someone to turn to.

On-the-job Coaching Mentoring In-house Training
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Master the Art of Thinking Together

As AI takes over routine tasks, thinking together becomes one of a team’s most valuable skills. I facilitate workshops and teach teams to run them themselves, drawing on tools from improvisational theatre that help people listen better and build on each other’s ideas.

Facilitation Collaboration Improv Methods
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...from customer insight to real impact.

From Customer Reality to Better Services

Before you build anything, whether it’s a new service, an upgrade or an AI solution, you need to know what problem you’re solving for your customers. I help you understand that problem in depth at the start of a project, so you don’t invest in developing the wrong thing.

Customer Research Problem Framing Design Sprint
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Turn Your Customer Journeys into a Living Practice

Journeys can do more than describe your customers’ experience. I help you turn them into an operating framework, where research and metrics linked to each step guide your priorities and business decisions in line with your strategy.

Journey Management Journey Metrics Prioritisation
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Get in touch

Let's start a conversation.

Tell me what you’re working on. In a 30-minute intro call, we’ll see whether and how I can help.

Book an intro call → contact@mangrovelab.com Connect on LinkedIn