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28 June 2024
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9 December 2024
Promotions and New Customer Appointments Q2 2024
Promotions and new appointments are up considerably on the same quarter 2023. The Customer Experience Director continues to see the biggest gain with 81% more appointments of these roles than last year. The Chief Customer Officer is up by 21% and 36% for the Customer Service Director roles. Overall if we look at both Q1 and Q2 for 2024 vs 2023 we are up by 30% across all appointments.
29
Chief Customer Officer
We have seen 29 Chief Customer Officer appointments
19
Customer Service Directors
There have been 19 new Customer Service Director appointments
49
Customer Experience Director
The rise of the Customer Experience Director continues with 49 hires
125
125
To the end of June 2024 we have tracked 125 new appointments
Gender split across Customer and Director appointments
In Q2 2024, we have witnessed a significant shift in the male-to-female ratio of movers, from nearly equal distribution (50/50) in the previous three quarters to almost 60% male and 40% female this last quarter.
48.9
Quarter 1 Male/Female Split
59.9
Quarter Two Male/Female split
Increase towards Male appointments up 10%
Customer Experience Movers Report
| Q2 2024 | CUSTOMER EXPERIENCE MOVERS REPORT | ||
|---|---|---|
| Q2 2024 | NEW CHIEF CUSTOMER OFFICER APPOINTMENTS | Title | Organisation |
| Jessica Almond-Nijjar | Chief Customer Officer | Milk & More |
| Tim Auger | Chief Customer and Transition Officer | AXA |
| Brian Bené | Chief Customer Officer | Octopus Money |
| Karen Brittle | Chief Customer Officer | XPGroup Holdings |
| Scott Broadley | Chief Customer Officer | FYLD |
| Joe Brownless | Chief Customer Officer | Orbit Group |
| David Carroll | Chief Customer Officer | Nominet |
| Danny Cranie | Chief Customer Officer | Hinckley & Rugby Building Society |
| Emma Davis DipPFS Cert Cii (FS) | Chief Customer Officer | Bath Building Society |
| Nichol Deaddis | Chief Customer Officer | Empowered Systems |
| Chris Edge | Chief Customer Officer | Salesfire |
| Michelle Garnham | Chief Customer Officer | Your Virtual Board |
| Barney Harrison | Chief Customer & Commercial Officer | PureGym |
| Fiona Johnston | Chief Customer Officer | UCAS |
| Helen Jones CEng MICE | Chief Customer Officer - Global | EcoOnline Global |
| John Kimmance | Chief Customer Officer | Ordnance Survey |
| Adam Lishman | Chief Customer Officer | TSB Bank |
| Debbie Little | Chief Customer Officer | Crawford & Company |
| Paula Llewellyn | Chief Customer & Strategy Officer, L&G Retail | Legal & General |
| Benjamin Mepsted | Chief Customer Officer | Swytch Bike |
| Jessica Myers | Chief Customer Officer | The Very Group |
| Pablo Noguerol | Chief Customer Officer | Telness Tech |
| Nicholas Palmer | Chief Customer Officer | Spabreaks.com |
| Mark Patterson | Chief Customer Officer | DHL |
| Charli Rogers | Chief Customer Officer | Botify |
| Alicia Skubick | Chief Customer Officer | Trustpilot |
| Tom Wallis | Chief Customer Officer | Compare the Market |
| Samantha Williams | Chief Customer Officer (CCO) | Profitroom |
| Nick Young | Group Chief Customer Officer | RS Group plc |
| Q2 2024 | NEW Customer Service Director Appointments | ||
| NEW CUSTOMER SERVICE DIRECTOR APPOINTMENTS | Title | Organisation |
| Michelle Collins CIHCM | Director of Customer Services | Leeds Federated |
| Tracey Costley | Director of Customer Service | Utility Warehouse |
| Philippa Cresswell (née Butcher) | Customer Service Director | East Midlands Railway |
| Jennifer G | Customer Services Director | Brighter Places |
| Andrew Greatorex | Director of Customer Service & Administration | Marlowe Fire & Security |
| Lyndsay Grenfell | Deputy Director of Natural Customer Service Centre | Care Quality Commission |
| Aaron Hammersley | Interim Director of Housing & Customer Services | Your Housing Group |
| Claire Hughes | Director of Governance and Customer Services (Monitoring Officer) | Cheltenham Borough Council |
| Chris Milburn | Director of Customer Services | Cairn Housing Association |
| Jane Milne | Interim Director of Operations and Customer Services | National Records of Scotland |
| Oliver Rowles | Customer Services Director UK & IE | Prima Software UK & Ireland |
| Nicholas Ryan | Director of Customer Service | HSS Hire |
| Christopher Sladdin | Director Analyst | Gartner for Customer Service & Support Leaders | Gartner |
| Michelle Stevenson | Director of Customer Service UK | RS UK & Ireland |
| Adele Taylor | Interim Director of Finance and Customer Services (S151) | Cheshire East Council |
| Kelly Thompson | Director of Customer Service | Buddi |
| Stephen Waller | Director - Oracle Cloud Infrastructure (OCI) - Customer Services | Oracle |
| Lisa Windle | Assistant Director of Corporate & Customer Services | West Lancashire Borough Council |
| Jarrod Wisniewski | Associate Director of Customer Service | Holiday Extras |
| Q2 2024 | NEW Customer Experience Director Appointments | ||
| NEW CUSTOMER EXPERIENCE DIRECTOR APPOINTMENTS | Title | Organisation |
| Name | New Role | New Company |
| Lydia Barber | Marketing and Customer Experience Director | Filtermist Limited |
| Nicki Batley | Director of Operations and Customer Experience | M.R.Insolvency |
| Sarah Baxter | Assistant Director Customer Experience | Gilmartins |
| Ian Bennison | Customer Experience Director | CSC |
| Ryan Boyton-West | Senior Director, Customer Experience EMEA | ProspectBase |
| Eleanor Brown | Assistant Director of Customer Experience (Interim Consultant) | Surrey County Council |
| Rob Bullock | Director Customer Experience | Talasey Ltd |
| Jackie Dyal CXAD (Dip) | Customer Experience Director | The Happiness Index |
| Joe Farnsworth | Sr. Director of Global Customer Experience | Trustpilot |
| Mathilde Figon | Senior Director - Marketing Excellence (Omnichannel, Digital Platforms, Customer Experience (CX)) | GE Healthcare |
| Eleanor Fikry | Director Customer Experience EMEA | Skedulo |
| Gavin Fisk | Director of Customer Experience | 54North Homes |
| Serena Flammini PhD | Senior Director, Customer Experience and Innovation Strategy | Digitas Health, Publicis Health at Publicis Groupe |
| Colette Flattery | Director of Customer Experience | Home Group |
| Katrina Forsythe | Global Director Customer Experience IAMS | HID |
| Nicola Fox | Customer Experience Director | ChameleonCRM |
| Julie Gill | Director of Customer Experience | Dimplex UK |
| Megha Gupta | Director - Customer Experience | NTT DATA UK&I |
| Michael Harbottle | Director of Customer Experience | Oak Engage |
| Alex Harding | Business Development Director - Customer Experience | Kantar |
| Sue Hudson | Customer Experience and Transformation Director | The Foursails Partnership Limited |
| Mayowa Ige | Senior Director Global Technology for Customer Experience | OneTrust at OneTrust |
| Astha Kashyap | Director, Customer Experience - EMEA & India | Zafin at Zafin |
| Charlotte Kensett | Director of Customer Experience and Social Impact | Nationwide Building Society |
| Johannes Klapheck | Customer Experience & Digital Director | British Gas |
| Liz Lamb | Director of Insight and Customer Experience | Card Factory |
| Simon Leech | Director - Digital Customer Experience & Loyalty EMEA | Starbucks |
| Stephen Lloyd | Director, Head of Customer Experience | Big Group |
| Kate Macbeth FCIM | Director of Marketing and Customer Experience | The Chartered Institute of Building (CIOB) |
| Ana Magalia | Director Customer Experience and Client Management | Hurdle |
| Malc McGee | Director Customer Experience | Brenntag |
| Jonathan Mindell | CEO, UK & Europe and Practice Leader - Customer Experience (CX) | ICG – Internal Consulting Group (Global) |
| Dan Moross | Director of Customer Experience | Bark.com |
| Isobel Peck | Chief Customer Experience Officer | Informa Connect |
| Sharon Pennington (formerly Wallace) | Interim Director of Customer Experience | Rochdale Boroughwide Housing |
| Ceri Perkins | Chief Customer Experience Officer | The Gate London |
| Vahid Pezeshki | Global Customer Experience - bp pulse B2C | bp |
| Josh Quarrie | Customer Experience Director - AMER, EMEA | Avidly UK & Canada |
| Elizabeth Quinn Woods | Director of Marketing and Customer Experience | Royal Society of Chemistry |
| Erin Robinson | Director Customer Experience | pharosIQ |
| Margaret Scott | Director, Business Transformation & Customer Experience | Allianz Insurance |
| Katherine Staley | Interim Executive Director - Customer Experience | Stroke Association |
| Suzi Viljoen | Director of Customer Experience | The Key Safe Company |
| Samantha Whyte | Director of Customer Experience | Convergence Group |
| Tim Wolfe-Barry | Senior Director - Head of Customer Experience Transformation Office | BMC Software |
| Mandy Wong | Director, Customer Experience and Operations | Sirva |
| Michelle Would | Director of Customer Experience | Agilitas IT Solutions Limited |
| Claire Wright | Director - Digital and Customer Experience | Flagship_Group |
