Case Studies – Douglas Jackson

Customer Services Director

Utilities

The Hiring Manager was not confident that what he was looking for could be found. His confidence was also low due to a recent search campaign with another search firm not giving him the outcome that he desired, and so there was a lot of cautiousness around hiring this particular role.

Customer Experience Director EMEA

Consumer Goods

We were given an extremely tight brief for this role, and the one stipulation we knew was going to be a challenge, was the German language requirement, which was non-negotiable.

Director of Customer Experience EMEA Case Study Douglas Jackson

Copy of Douglas Jackson Case Study Multi Channel Strategy Director Insurance

Commercial Director

Beauty

This scaling, category defining challenger brand have grand ambitions and are already experiencing 3x growth year on year through their D2C digital and partner channels.

Multi-Channel Strategy Director

Top 5 Insurer

At the time there were not many financial services organisations within General Insurance who had operated effectively in the digital space, in particular within robotics and automation, and so the talent pool available to take candidates from for this role, was potentially very limited.

Douglas Jackson Case Study Multi Channel Strategy Director Insurance (1080 × 1080 px)

Director of Quality

Telecommunications

A senior level new appointment and confidential search. We were contacted by the Senior Resourcing Lead of this leading FTSE 100 Telecommunications provider with a brief to find a transformative leader, an individual who would be able to develop a best in class customer service and complaints strategy.

Operations Director

Luxury Consumer Goods

A market defining challenger brand with predicted growth of 3X were looking to appoint an aspirational future Chief Operating Officer, Operations Director.

Sales Director

B2B Utilities

Having worked on a number of campaigns for this client across Operational Contact Centre Leaders and Workforce Planning roles, Holly was approached by the HR Director and COO of this business to conduct a campaign for a newly created Sales Director post.

Customer Experience Director

Housing

The COO said at the end of the meeting that they were really excited about hiring their new Customer Experience Director now, whereas leading up to this meeting the Customer Experience ‘theory’ had gone a little cold as other business agendas had taken over. The search began

Head of Customer Services

Utilities - Consumer

We had previously worked with this Utilities provider and were approached by the Group HR Director to work with them again on an exclusive basis, for another critical new hire.

Director of Resource Planning

FTSE 100 Energy

A direct market approach had not proven completely successful and this business needed a seasoned professional to define and deliver a complete overhaul for their resource, planning and operational support functions.

Director of Rsource Planning Case Styud Douglas Jackson

Operations Director B2B

Utilities

Following the success of three retained searches for the Retail business and following a referral from the Chief Executive Officer, we had successfully placed some business critical hires across; Operations, Workforce Planning and Operational Support.

Head of Claims

Motor Insurance

A highly confidential search This role was vital to the operation and the hiring manager needed someone who was hands on in terms of operational management whilst also having the strategic ability to develop the claims strategy.

Head of Motor Claims Case Study Douglas Jackson

Head of Strategic Planning - COO

Business Services Outsourcing

A highly confidential search, reporting to the CEO, this newly created role had to create the vision strategy and planning to transform the operations into a passionate, quality driven, performance focussed business ready for rapid growth and scale. They also needed the individual to be capable of future succession to a COO role

Customer Experience Design & Optimisation Lead

Insurtech

A newly created role to make some subject matter expert senior leadership team appointments in this rapidly scaling, award winning business. A strategic, matrix role who would need to manage the expectation of the business, client partners and deliver the desire and ambitions of the internal stakeholders and board.

Customer Experience Design and Optimisation Lead appointment Case Study

Head of Logistics

Water Retailer

The role was a challenging search, as the business are passionate about hiring a diverse and inclusive workforce and were looking for succession opportunity, as well as having someone capable of taking a business plan in which they would be required to scale and expand an entirely new business unit entwined with most of the existing areas of the company.

Insight Director

Research and Insight CX Consultancy

The role required an individual who could own and deliver a roadmap of deliverables and outputs that will deepen understanding of key customer drivers, focus areas, and opportunities to improve NPS. Capable of demonstrating the linkages between operational, behavioural and research data to build a systematic and effective approach to creating insight from analytics.

Insight Director CX Research and Insight Consultancy Douglas Jackson recruitment

Head of Customer Experience - Interim

Housing Association

A difficult skilled appointment to lead on an ongoing complaints project, with a challenging timeline of 5 weeks from breifing to start date required for this Interim Head of Customer Experience project. 'I am delighted with the service you have given me. Delighted with the quality of candidate, your balance on culture and skill, the rigour of the selection process, insights with the reports and your pace (when I thought I had given you mission impossible)'

Director of Forecasting and Planning

Insurance Loans and Breakdown

We spoke with the Chief Operating Officer of this large complex fast paced business about a potential search for a Director of Forecasting and Planning. The need for forecasting and planning was significant over a number of business crititcal function which included, customer operations, contact centre and field operation workforce.

Operations Director

Travel and Pet Insurance

The level of attention to and detail and that balance with matching the needs of the client with the needs of the candidate individual were a clear differentiator

Guest Experience Director

Travel and Hospitality

A pivotal, newly created role to drive the future customer and guest experience strategy and to future proof the business, delivering a best in class experience

Douglas Jackson Case Study Guest Experience Director Travel

Business Development Director

Global BPO/Outsourcing

We met with the SVP at an industry event and got talking about the Utilities market, challenges and opportunities when they asked us if we might be able to help them hire a subject matter expert, big hitter in their Business Development team. They knew their own network did not contain the right skills and cpaabilities and wanted to partner with an industry specialist to carry out a thorough market search.

Managing Director - Telco

BPO/Outsourcing

We had worked with this business successfully over a number of years and placed a number of senior Operational leaders and Directors, subject matter expert and support roles. Due to the size of the growing business operations they now needed to appoint a commercially sound operational led Managing Director for their Telecommunication markets.

Douglas Jackson Case Study Managing Director, Outsourcing BPO

Meet the Team

Michelle Ansell

Managing Partner

01543 231071

Michelle started her career in general insurance joining The AA and becoming one of their youngest Insurance branch managers before moving into a recruitment career. With over 20 years experience supporting Customer, Digital and Customer Centric businesses to identify, hire and attract diverse impactful leaders, Michelle still works with a portfolio of new and existing customers. Clients across ecommerce, retail, travel, telco and insurance that include; BT, Expedia, Lyma, Squaretrade, HSBC, Tripadvisor, Housekeep, Cymphony, Kiwi, LV=, Estee Lauder. Chair of the UK Business Awards, Judge and Chair of the UK CX Awards since 2010. Top 25 CX professional.

C-suite, and senior leadership, retained search. Focused on customer, CX/DX and operations for customer focussed and consumer centric business, delivering high performance, diverse, impactful leadership.

Perry Fletcher

Practice Lead - Data, Insight and Planning

01543 231078

After graduating university Perry was the onsite Account Manager for Amazon before joining Douglas Jackson where he developed the Planning, Data, Insight and Analytics practice, working with clients across industry sectors including; BT, British Gas, Fedex, Healthcare at Home, Abcam, Serco, Baxi, Ovo Energy, Severn Trent, Thames Water, The RAC, Starling Bank...

Exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership across Data, Planning, Insight and Analytics.

John Montgomery

Practice Lead - Financial Services, Banking & Insurance

01543 231077

After leaving university John started his recruitment career in education before establishing the finance, insurance and banking practice. John has worked with many well established traditional brands across claims, banking, investments, insurance, loans and payments, whilst also aiding start-up and scaling fintech, insuretech and payments business. Brands across the Insurance and FS space include; Direct Line Group, First Direct, Starling Bank, Duologi, Complete Cover, Bought by Many, Barbon Insurance, The AA, BGL Group, WNS.

Exclusively focused on advancing financial services business, delivering, diverse impactful leaders for transformation, fintech, insuretech, banking, insurance and digital disruptors.

Holly Beeston

Practice Lead - Utilities, Housing, Engineering and Tech

01543 231074

Holly started her recruitment career working across the engineering and manufacturing sector before establishing the Utilities practice for Douglas Jackson, covering sustainable clean energy, electric, water, B2B, brokers, gas, nucleur, housing and engineering. Holly heads up the markets for Utilities, housing, Engineering and Technology, working with brands including; SES Water, Karbon Homes, Sovereign Housing, L&Q, Severn Trent, Verastar, Waterplus, South Staffs Water, Ovo Energy, Southern Water, Utility Warehouse.

Focused on consumer and B2B utility businesses, housing associations and engineering, experiencing high growth, transformation and change - delivering, diverse, impactful leadership, Gas, Energy, Electric, Sustainability, Green, B2B, Housing, and Broker.

Rebecca Harris

Recruitment Support Team Lead

01543 231070

The rock that holds the team together providing first class support and research assistance. Rebecca has been an Executive Assistant and support executive within the recruitment industry for over 15 years.

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mail@douglas-jackson.com