Meet Luke Young: A Client Experience Specialist putting clients first

At Crunch, our clients aren’t just numbers—they’re the heart of everything we do. And one of the key people behind creating those seamless experiences is Luke.

Luke’s all about making sure Crunch clients have a smooth journey. He’s the one working behind the scenes, tweaking processes and speaking up for what clients really need. With his dedication, a knack for innovation, and a touch of fun, Luke’s always making things better, one client experience at a time.

Inside the role of a Client Experience Specialist

1. You've been with Crunch for over 9 years—what an achievement! Can you tell us a little about what you do?

Sure! I make sure our clients have a smooth and seamless ride throughout their entire journey with Crunch—like a first-class flight, but with fewer peanuts. My day is all about gathering feedback, analysing customer data, and finding areas for improvement across the business—whether it’s software, onboarding, email communications, or beyond. 

I’m like the client’s personal advocate within the organisation, driving changes that enhance interactions, boost satisfaction, and keep clients coming back for more. By tracking performance metrics, I ensure everyone’s on the same page—clients and internal teams alike—while quickly tackling any issues.

2. Sounds like no two days are the same! Can you walk us through what a typical day looks like for you?

Fast-moving and always evolving—basically, it’s like running a marathon while juggling flaming swords! With meetings galore and a to-do list that could rival a novel, I'm on my tippy toes at all times. 

Working closely with every department is a full-time adventure, requiring plenty of time, planning, and resources (and maybe a strong cup of coffee or two) as we constantly hunt for ways to improve and optimise the client experience. 

From identifying the strengths and weaknesses of our internal processes to analysing onboarding, satisfaction, and software functionality, we’ve got our hands full!

3. With so many moving pieces in your role, what’s one project you’ve worked on recently that had a big impact on improving the client experience?

Implementing a Digital Adoption Platform into the Crunch software was no small feat, but the reward was totally worth it. This platform serves as our friendly digital sidekick, popping up with walkthrough guides, reminder modals, action prompts, and more, right inside clients' accounts. 

Over time, this tool has evolved into an essential part of our process, allowing us to deliver critical, helpful support content to clients without them ever having to leave their accounts. It’s also improved efficiency on our end, making everything run smoother for both us and our clients.

4. A digital sidekick - sounds like something we could all use! How do you go above and beyond to support your clients or team? Can you give an example?

Picture this: cape on, spandex stretched to its limit, standing in the garden and punching the air—yep, that’s me, the Middle-of-Lidl Buzz Lightyear. With an unwavering eagerness to put the client first, this mindset shapes every decision I make. If something doesn’t help, support, or improve the client’s journey, you can bet I’ll be the first to speak up and challenge it—much to the eye-rolling delight of my colleagues!
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Let’s learn a little bit more about you

We all know that behind every great role, there’s a person with a unique story. 

5. Tell us an interesting fact about yourself!

I’ve accumulated a slightly alarming collection of weapons and armour... Don’t ask. And don’t try to rob my house either.

6. Do you have any hidden talents that might surprise us?

Blowing bubbles off my tongue. Yeah... it’s weird. But hey, I save a fortune on bubble wands (not sure there's much of a market for those anyway). When you’ve got a natural talent for creating tiny, sticky masterpieces straight from your mouth, why not make the most of it? It’s a party trick that never fails to amuse, confuse, and mostly gross out the crowd!
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Looking ahead - more stories from the Crunch team!

Luke’s passion for improving the client experience, his relentless drive to make things better, and his ability to keep us all entertained with his unique talents (and impressive armour collection) make him a true Crunch legend. 

Whether championing client needs, fine-tuning our processes, or blowing bubbles off his tongue, he always puts clients first. With Luke behind the scenes, Crunch clients can trust they’re in expert hands—bubbles, battle gear, and all.

If you’re curious about how Crunch could support your business, we’d love to offer you a free consultation. Reach out to us today and see how we can make your accounting simpler and more effective. 

Book consultation 

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