Areas of expertise
About
Michelle Spaul is a fractional CX consultant based in Derby, UK, and founder of Delta Swan. She works with CX leaders in SaaS, manufacturing, and health organizations.
Michelle spent 14 years at Rolls-Royce in quality, customer strategy, and change roles, after earlier work at Philips and Allied Signal. At Philips in the early 1990s, she built a Voice of the Customer program before the term was common, visiting customers at home to find out why products came back.
Michelle is Vice Chair of CXPA’s global Research Committee and a non-executive director at the Customer Institute. She led CXPA’s Effective CX Collaboration guide series as executive editor and judges the International Customer Experience Awards.
Education
MSc, Manufactured and Designed Quality
University of Brighton · 1992–1994
BEng (Hons), Manufacturing Systems Engineering
Brunel University · 1987–1991
Experience
Fractional CX Management Consultant
Delta Swan · February 2020 – Present · Derby, United Kingdom
Vice Chair, Global Research Committee
CXPA · April 2025 – Present
Non-Executive Director
Customer Institute · October 2024 – Present
Executive Editor, Effective CX Collaboration Series
CXPA · February 2021 – June 2023
Business Readiness & Change Lead
Rolls-Royce · April 2012 – May 2013 · Derby, United Kingdom
Quality and Process Improvement Manager
Rolls-Royce · August 2004 – February 2008 · Derby, United Kingdom
Operations & Quality Lead
Allied Signal · September 1997 – September 1998 · Carlisle, United Kingdom
Customer Insight & Product Improvement Lead
Philips · June 1992 – June 1994
Speaking
Making Support Effortless for Luxury E-commerce Customers
Simply Contact Webinar