Head of Claims Recruitment for a Motor Insurance Business
29 March 2025
Vicki Joshi: Customer Experience, Leadership, Retention and the Commercial Opportunity in Insurance
21 May 2025
Promotions and New Appointments Q1 2025
In the first quarter of 2025 we have tracked the following senior appointments and internal promotions based on analysis of 136 moves tracked
In the first quarter of 2025, 67 appointments (49%) were recruited internally and 69 externally (51%). If looking at the breakdown by month, there's a clear downward trend over the quarter, a strong start in January, which is usually expected at the start of a new year with a drop-off in February and March, in part the NI change certainly did not help with new hires prior to April.
Comparing industry sectors with Q4 2024, appointments within the Technology sector have decreased dramatically from 40.7% down to 19.2%, we have observed considerable increases in both the Financial Services and Manufacturing sectors.
- The Services sector represents DOWN to 13.7% of the total appointments.
- Financial Services UP at 19.2%
- Housing Associations and other NFP DOWN at 6.8%
- Manufacturing UP at 11%
- Retail and Travel combined UP to 9.6%
- Utilities UP to 6.2%
Among these 136 positions tracked were the following Customer focussed positions:
- 13 Chief Customer Officers
- 8 Customer Service Directors
- 13 Customer Experience Directors
- 14 Customer Success Directors (or variations thereof).
13
Chief Customer Officer
We have seen 13 Chief Customer Officer appointments or variations thereof (Chief Customer Succes and Experience Officer)
8
Customer Service Directors
There have been 8 new Customer Service Director appointments
13
Customer Experience Director
The rise of the Customer Experience Director continues with 13 new hires
14
Customer Success Director
The First Quarter saw a Customer Success Directors continue to grow on a par with the other Customer Focussed roles.
Like for Like Comparison Q1 2024 - Q1 2025
Q1 2024
Q1 2025
-
16 Chief Customer Officer appointments
-
2 Customer Service Director appointments
-
10 Director of Customer Experience appointments
-
13 Chief Customer Officer appointments (-18.75)
-
8 Customer Service Director appointments (↗120%)
-
13 Director of Customer Experience appointments (↑30%)
-19%
Chief Customer Officer
A reduction on the same period of laast year for the Chief Customer Officer role.
+120%
Customer Service Directors
The Customer Service Director was back in vogue this quarter
+30%
Customer Experience Director
A significant rise on the previous year for the role of the CXD
+21%
34 (2025 vs 28 (2024)
There was a 21% uplift in vacancy and appointment data for Q1 of 2025 vs Q1 of 2024.
Gender split across Customer and Director appointments
In Q1 of 2025, we continued to see a pretty even split in gender parity across the Customer led roles, with female appointments making slight gains back to earlier in the year after a slight drop in Q3 (45/55).
47
Quarter 1 Female Split
53
Quarter 1 Male split
Decrease of 7%
Movers Report for C-Suite and Director level appointments for customer focussed roles
| Name: | Title | Company | Industry |
|---|---|---|---|
| Charlie Adams ACXS | Director of Customer Success & Experience at Custom Connect | Custom Connect | Outsourcing |
| Chris Adlard | Director of CX & Compliance at Elephants Don't Forget | Elephants Don't Forget | Services |
| Caroline Andrews | Chief Customer and People Officer at International Airlines Group (IAG) Cargo | IAG Cargo | Transport & Travel |
| Richard Bampton | Director of Customer Support at A2Dominion Group | A2Dominion Group | Non-profit Organisations |
| Hayley Barlow | Chief Capability Officer (CX & Back Office) at The DDC Group | The DDC Group | Outsourcing |
| Nick Batt | Communities & Customer Services Director at Connexus | Connexus | Non-profit Organisations |
| Annika Bizon | Senior Director Customer Experience and Head of MX Ireland at Samsung Electronics | Samsung Electronics | Manufacturing |
| Megan Brickley | Senior Director of Customer Success at Cognism | Cognism | Technology |
| Richard Bunch | Chief Customer Officer at HAVI | HAVI | Services |
| Kevin Burgess | Director of Customer Service North & South Regions at SNG (Sovereign Network Group) | SNG (Sovereign Network Group) | Government & Civic Organisations |
| David Candler | Senior Customer Solutions Director at Reuters Imagen | Reuters Imagen | Technology |
| Matthew Caswell | Group Customer Experience Director at Lyreco Group | Lyreco Group | Retail |
| Andy Chequers | Interim Head of Housing & Customer Service at Housing for Women | Housing for Women | Non-profit Organisations |
| Jo Childs-Hill | Head of Customer Experience at Pobl Group | Pobl Group | Non-profit Organisations |
| Dan Churton | Client Solutions Director at Fortem Solutions | Fortem Solutions | Manufacturing |
| Banu Cinar PM IDM | Head of CX Design at JLR | JLR | Manufacturing |
| Matt Cleveland | Head of Customer Experience at Plymouth Community Homes | Plymouth Community Homes | Non-profit Organisations |
| Keith Colburn | Vice President of Customer Success at Informa Markets | Informa Markets | Services |
| Mitchell Cole | Director of Client Services at Vanguard Claims Administration | Vanguard Claims Administration | Financial Services |
| Barry Cooper | Group Head of Customer Experience at Moneycorp | Moneycorp | Financial Services |
| Rachel Corfield | Chief Customer Officer at Eque2 Ltd | Eque2 Ltd | Technology |
| Mark Croucher | Director of Planning and Customer Experience at P&O Cruises | P&O Cruises | Transport & Travel |
| Henrietta De Souza | Group Customer and Consumer Duty Director at OSB Group | OSB Group | Financial Services |
| Paul Dempster | Director of Customer and Digital Contact at A2Dominion Group | A2Dominion Group | Non-profit Organisations |
| Manpreet Dillon | Director of Customer and Property at Legal & General | Legal & General | Financial Services |
| Astra Duke | Vice President, Global Customer Success at MariaDB | MariaDB | Technology |
| Lucinda Ella Morek | Senior Director of Customer Support at Exclaimer | Exclaimer | Technology |
| Chris English | Head of Customer Experience at TeamFeePay | TeamFeePay | Services |
| Darren Fisher | Director Customer Operations at The Hyde Group | The Hyde Group | Services |
| Debbie Fourie | Debt Services Contact Centre Director at Marston Holdings | Marston Holdings | Government & Civic Organisations |
| Julie Franzese | Director, Customer Interaction Suite, UK&I at Tata Communications | Tata Communications | Technology |
| Chris Friend | Customer Solutions Director at Talent Point | Talent Point | Services |
| Michelle Garnham | Head of Customer Success and Professional Services at Full Fabric | Full Fabric | Technology |
| Ian Gibbs | (Interim) Executive Director of Customer Experience and Housing Operations at Moat Homes | Moat Homes | Non-profit Organisations |
| Josh Goff | Director of Customer Operations at Lintbells | Home of YuMOVE | Lintbells | Home of YuMOVE | Retail |
| Kevin Goodburn | Head of Customer Service - UK at The Hain Celestial Group | The Hain Celestial Group | Manufacturing |
| Louise Graham-Smith MSc FCIH | Director of Customer Services at Populo Living | Populo Living | Manufacturing |
| Jenny Griffin | Director, Client Success at Ryan | Ryan | Financial Services |
| Eleanor Griffiths | Client Services Director at AxiaMetrics | Axiametrics | Technology |
| Iana Guglietti | Director, Digital Customer Success & Digital Programs at Moody's | Moody's | Financial Services |
| Chris Hall | Head of Customer Onboarding at eviFile | eviFile | Technology |
| Marc Handley | Client Service Director at Gallagher | Gallagher | Financial Services |
| Tim Hargreaves | Strategic Customer Success Director at boost.ai | boost.ai | Technology |
| Fiona Hately | Customer Engagement Director at Unipart Rail | Unipart Rail | Transport & Travel |
| Nick Heckscher | Chief Experience Officer - Resourcing at Sopra Steria | Sopra Steria | Technology |
| Steve Herbert | Client Services Director at TLT LLP | TLT LLP | Services |
| Darren Hickin | Customer Service & Experience Director, EMEAI at Eaton | Eaton | Manufacturing |
| Lizzie Hill | Delivery Director, SUPA-C (Customer-focused and Sustainability Consultancy) at SUPA-C | SUPA-C | Consulting |
| Ketan Hindocha | Customer Director at Pennon Group Plc | Pennon Group Plc | Utilities |
| Richard Holdsworth | Chief Client Officer at eyebright Ltd | eyebright Ltd | Utilities |
| Alexandra Huntley | Director of Customer Operations at Entain | Entain | Services |
| Kelly Iles | Mass Market Customer Director at Lloyds Banking Group | Lloyds Banking Group | Financial Services |
| Zannah Ingraham | Chief Customer Officer at MMT Digital | MMT Digital | Services |
| Andy Irving | Head of Client Engagement at Sulmara | Sulmara | Utilities |
| Lloyd James ITIL/MSP DipGAI MGAI RegAI DipAC | Director & Head of Customer Services - Commercial at ASSA ABLOY Group | ASSA ABLOY Group | Retail |
| Leanne Jarvis | Head of Client Services at Indigo Swan | Indigo Swan | Utilities |
| Allie Jenkin | Director of Customer Engagement at People's Partnership | People's Partnership | Financial Services |
| Amit Karia | Senior Director, Customer Experience Platforms at Infineon Technologies | Infineon Technologies | Manufacturing |
| Jason Keegan | Director Customer Services and Distribution at apetito UK | apetito UK | Manufacturing |
| Chris Kelsey | Director of Client Services at Stantec | Stantec | Consulting |
| Jodie Kelsey | Customer Contact Centre Director at Headlam Group plc | Headlam Group plc | Retail |
| Daniel Lacey | Client Service Director at Gallagher | Gallagher | Financial Services |
| Julia Lakeland | Chief Customer Success Officer at uMotif | uMotif | Technology |
| Nicholas Lampen | Customer Experience Director at JLR | JLR | Manufacturing |
| Rebecca Lane | Senior Director Customer Success - EMEA & APAC at Ataccama | Ataccama | Technology |
| Dean Lanzman | Senior Director - Customer and Digital, Data & Analytics at frog (part of Capgemini Invent) | frog (part of Capgemini Invent) | Services |
| Judith Lickfold | Customer Success Director at OPS HR | OPS HR | Services |
| Madeleine Linden | Head Customer Insight & Analytics at Motability Operations Ltd | Motability Operations Ltd | Financial Services |
| Mark Longbotham | Head of Customer Experience - Tesco Bank at Barclays UK | Barclays UK | Financial Services |
| Shaneel Melvin | Head of Customer Experience at Starkey UK | Starkey UK | Manufacturing |
| Giulia Merlo | Senior Director of Customer Success (EMEA Culture and Cloud Experience) at Microsoft | Microsoft | Technology |
| Hugh Miller | Senior Director - Client Relationship Management at WTW | WTW | Financial Services |
| Kerri Mills | Managing Director, Customer Contact Centres at Barclays UK | Barclays UK | Financial Services |
| Liz Mills | Director Customer Culture and Transformation at Surrey County Council | Surrey County Council | Government & Civic Organisations |
| Sonia Mitchell (nee Rogers) | Global Customer Support Director at Pearson | Pearson | Services |
| Rachel Moreland | Chief Customer Officer at Zellis | Zellis | Technology |
| Chris Morris | Executive Director - Customer, Communities and Homes at Plus Dane Housing | Plus Dane Housing | Non-profit Organisations |
| Nicola Murphy | Head of Experience Delivery at Affinity Water | Affinity Water | Utilities |
| Katerina Nemcova MBA | Senior Director, Customer Success at IRIS Software Group | IRIS Software Group | Technology |
| David Newberry | Chief Customer Officer at Thomas | Thomas | Services |
| Kasper Nielsen | Director of International Customer Care at Tandem Diabetes Care | Tandem Diabetes Care | Manufacturing |
| Jassine Ouali | Chief Customer Officer at Lidl GB | Lidl GB | Retail |
| Kamal Patel | Managing Director, Services & Customer Success, EMEA at Avaya | Avaya | Technology |
| John Patterson | Customer Success Lead - VP - Small Business Division at The Access Group | The Access Group | Technology |
| Amber Pepper | Chief Customer Experience Officer at Mytheresa | Mytheresa | Retail |
| Raymond Pettitt | Director of Customer Service and Operations - ExCo Member at Virgin Money | Virgin Money | Financial Services |
| Craig Porter | Account Director & Client Service Leader at Gallagher | Gallagher | Financial Services |
| Matt Price | Director, Customer Success - EMEA at HireVue | HireVue | Technology |
| Kirsty Railton | Customer Experience Director Home Delivery - Global at AIT Home Delivery | AIT Home Delivery | Transport & Travel |
| Rehana Ramesh | Director - ICT,Digital and Customer Services at London Borough of Hackney | London Borough of Hackney | Government & Civic Organisations |
| Mark Read | Service Director Customer & Business Operations (Deputy Chief Operating Officer) at Cornwall Council | Cornwall Council | Government & Civic Organisations |
| Isabella Reeve | Consumer Insight Director at Kantar | Kantar | Services |
| Julia Riddell | Executive Director - Global Customer Experience at Ligentia | Ligentia | Transport & Travel |
| Adam Riley | Global Director of Customer Success at Assured Data Protection | Assured Data Protection | Technology |
| Katie Rolfe | Head of CX, Insights & Lifecycle at InPost UK | InPost UK | Transport & Travel |
| Thomas San Juan | Director of Commercial & Customer Analytics at evoke | evoke | Services |
| Mark Saunders FCBI | Director, Customer Lending Support at NatWest Group | NatWest Group | Financial Services |
| Mark Saxon | Customer Fulfilment Director at Centrica | Centrica | Utilities |
| Anthony Scammell | Customer Outcomes Director at Quilter | Quilter | Financial Services |
| Gijs Schuurman | Director Quality, Training & Customer Care at Stellantis | Stellantis | Manufacturing |
| Hannah Scott | Head of Customer & Commercial Operations - New Business at Currys plc | Currys plc | Retail |
| James Scutt XMP | Head of Experience Community // Leaders Network at Qualtrics | Qualtrics | Technology |
| Vikki-Marie Seal | Director of Client Management at City Energy Network | City Energy Network | Utilities |
| Vic Sharma | Service Director at Broadgate | Broadgate | Technology |
| Michael Sherwood | Director - Onboarding & Customer Assist (SMB) at Worldpay | Worldpay | Financial Services |
| Neil Smith | Director of Customer Success - UK&I, Nordics & South Africa at Arctic Wolf | Arctic Wolf | Technology |
| Alex Stewart | Senior Client Director at Legal & General Investment Management (LGIM) | Legal & General - Asset Management | Financial Services |
| Paul Stewart | Service Director at CNC Heating | CNC Heating Limited | Utilities |
| Susan Stockwell | Founder & Managing Director, SUPA-C (Customer-focused and Sustainability Consultancy) at SUPA-C | SUPA-C | Consulting |
| Amanda Surridge | Director of Customer Service at Settle | Settle | Non-profit Organisations |
| Faiza Syed | Director - Client Strategy & Insights at Interpolitan Money | Interpolitan Money | Financial Services |
| Charlotte Symonds | Director of Customer at Nottingham Building Society | Nottingham Building Society | Financial Services |
| Kirsty Tarbuck | Head of Customer Experience at GRIDSERVE | GRIDSERVE | Manufacturing |
| Dolly Tejwani | Director of Customer Operations at Napo Pet Insurance | Napo Pet Insurance | Services |
| Victoria Thomas CCXP | Account Director, CX at InMoment | InMoment | Technology |
| Helena Thompson | Group Director Customer Experience at Futures Housing Group | Futures Housing Group | Non-profit Organisations |
| Carolyn Thornley-Yates | Chief Customer Officer at The Stafford Building Society | The Stafford Building Society | Financial Services |
| Julian Trent | Chief Client Experience Officer at GOLD RESULTS | GOLD RESULTS | Consulting |
| Claire Turley | Customer Operations Director at Babington | Babington | Services |
| Sarah Uddin | Customer Experience Director - Europe at Rentokil Initial | Rentokil Initial | Services |
| Zeeshan Ullah | Director of Customer Experience at Ciphr | Ciphr | Technology |
| Charmaine Vallance-Poole | Global Customer Experience Director - Ecom at Hunter Douglas, Inc. | Hunter Douglas, Inc. | Manufacturing |
| Chris Walsh | Client Service and Development Director at MFL Insurance Group Limited | MFL Insurance Group Limited | Financial Services |
| Brian Waring | Chief Customer and Commercial Officer at Card Factory | Card Factory | Retail |
| Jamie Watson | Managing Director, Customer Europe at Attensi | Attensi | Technology |
| Faye Welsby | Head of Client Experience, UK Property Tax at Ryan | Ryan | Financial Services |
| Helen Whitcombe | Director of Client Services at Secondsight | Secondsight | Financial Services |
| Lucas Whittaker | Director Customer Success Architecture at GitHub | GitHub | Technology |
| Tina Williams | Director, Customer Care, Order Management at Insulet Corporation | Insulet Corporation | Manufacturing |
| Victoria Willmott | Customer Solutions Director at People's Partnership | People's Partnership | Financial Services |
| Kit Wilson | Interim Director of Customer and Developer Services at Dŵr Cymru Welsh Water | Dŵr Cymru Welsh Water | Utilities |
| Toby Windridge | Global Director, Client Services at Pangea | Pangea | Services |
| Anthony Wysome | Customer Director at Flutter Entertainment | Flutter Entertainment | Services |
| Aalish Yorke-Long (nee Maddrell) | Chief Customer Officer at OKA | OKA | Manufacturing |
| Gioia Zambon | Associate Director, Customer Experience Design at S&P Global | S&P Global | Financial Services |
| Marlene Zappia | Customer Success Director - International at NICE | NICE | Technology |
