Kirsty Hosea

Customer Experience Leader


As a senior leader in Deloitte's Federal practice, Kirsty leads the firm's Customer Strategy offering for government agencies in the civilian sector. She specializes in Service Design, blending human centered design and traditional strategy to transform organization's customer-centricity. Kirsty's work leads not only to improved engagement, but reduced costs, greater efficiency, and improved compliance - getting people to do more of what you want, and less of what you don’t! Kirsty is the author of several thought pieces, including DU Press "Rx CX, Customer Experience as a Prescription for Improving Government Performance" she also serves as an editor of TouchPoint, the Service Design Network's industry journal.