Join us for an exclusive live podcast with Heidi Etannen, following on from our ‘Beyond the Map’ panel debate in Berlin.

What happens when design thinking meets operational excellence? In this live episode, Clare sits down with Heidi Etannen, Global Head of Design Operations at H&M, to explore how Design Ops drives customer experience forward.

Heidi reveals how her team bridges creativity and consistency — enabling journey-led design at scale, building the systems and structures that let designers, CX professionals, and product teams co-create experiences that truly reflect customer needs.

From defining global standards to empowering local markets, we’ll unpack how Design Ops makes “Journey Ops” work in practice — connecting strategy, delivery, and continuous improvement in one seamless loop.

Listeners will learn how to operationalise CX design in complex organisations, align teams across silos, and bring the voice of the customer to life through robust design operations.

Available exclusively to Women in CX community members.

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