Before I tell you what I do, let me tell you what I’ve seen.
Most customer experience problems aren't product problems.
They're people problems: disconnected onboarding, passive members, employees who don't feel heard, customers who churn not because the product failed them, but because no one made them feel like they belonged.
That's the gap I've spent my career closing.
I'm a CX strategist and engagement designer with a track record of turning fragmented, passive audiences into activated, loyal ones… whether those audiences are 20,000 online learners, 3,000 distributed factory workers, or a classroom of five-year-olds in Italy.
My work in customer success and brand activation combines of behavior design, community strategy, and human storytelling. I build the conditions that make people want to show up, stay, and bring others with them.
My mission: No one should feel like a number or a tool. Whether you're a customer, an employee, or a member you deserve to feel like an essential piece of something meaningful.
That's what drives every project below.
What you'll find throughout: ownership, specificity, and outcomes: what we built, but why it worked, and what it cost when it didn't. The projects are some of my favorites, but like any project they are highly context driven.
All of my work is shaped based on customer, organization, resources and business or media climate. Looking to satisfy a business problem that requires an especially human approach? Let’s chat!
Contact for inquiries: ambra@ambrahubert.com
Case Studies
At the bottom of the page you can go to my featured Case Studies pages.
OR If you’re short on time - check out the summaries HERE —>
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Designed and led a 100-day engagement program that transformed passive members into active, loyal users. Built structured milestones, habit-forming activities, and empowered small groups that increased retention and deepened product adoption. Demonstrated the power of proactive success planning and community-driven accountability in driving long-term customer value.
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Led customer insight and gamification for a full community platform migration and development that improved usability, search, and member engagement. Balanced technical requirements with member needs, managing cross-functional collaboration to ensure adoption. Outcome: higher engagement metrics and smoother onboarding for new and existing members.
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Created a structured member-driven ideation program and adoption strategy that surfaced actionable product and operational insights. Translated member feedback into prioritized roadmaps for both short-term wins and long-term innovation. Outcome: improved product relevance and strengthened community trust.
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Designed and launched a custom peer-to-peer recognition program that empowered employees to celebrate one another through small, meaningful gestures. Framed as surprise-and-delight moments with gamified incentives, the program gave team members agency to create meaning in their work and joy in each other’s days. Outcome: stronger cross-department relationships, measurable boosts in engagement scores, and a more connected culture - all key drivers of retention and internal customer success.
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Built a multi-stakeholder engagement model that transformed parent, teacher, and student experiences. Applied customer journey thinking to education, integrating storytelling, collaboration and environment design to create emotional connection. Outcome: improved retention, satisfaction, media recognition and advocacy among parents.