AI, Operational Performance & Decision Intelligence: What Leaders Told Us
11 December 2024
Chief Customer Officer Recruitment for a Utilities Business
25 January 2025
Promotions and New Customer Appointments Final Q4 2024
In the last quarter of 2024 our analysis of 231 customer-based appointments has highlighted the following.
The Technology sector remains firmly at the forefront, constituting a significant 40.7% of all Q4 appointments in 2024.
Within this sector, Software Development stands out yet again, commanding exactly half of those appointments.
- The Services sector represents 16.5% of the total appointments.
- Financial Services at 11.7%
- Housing Associations and other NFP - 7.7%
- Retail and Travel combined 8.7%
- Utilities - 2.2%
In the final quarter of the year and among the 231 positions tracked there were:
- 18 Chief Customer Officers
- 10 Customer Service Directors
- 37 Customer Experience Directors
- 22 Customer Success Directors (or variations thereof).
18
Chief Customer Officer
We have seen 18 Chief Customer Officer appointments
10
Customer Service Directors
There have been 10 new Customer Service Director appointments
37
Customer Experience Director
The rise of the Customer Experience Director continues with 37 hires
22
Customer Success Director
The Final Quarter saw a bounce back in Customer Success Directors
Promotions and New Customer Appointments 2024 Overview
In 2023 we tracked a total number of:
The number of promotions and new appointments tracked in 2024 is considerably higher:
-
56 Chief Customer Officer appointments
-
46 Customer Service Director appointments
-
82 Director of Customer Experience appointments
-
92 Chief Customer Officer appointments (↑64%)
-
53 Customer Service Director appointments (↗15%)
-
126 Director of Customer Experience appointments (↑54%)
+64%
Chief Customer Officer
A 64 % uplift in Chief Customer Officer appointments across 2024
+15%
Customer Service Directors
Much lower appointment numbers but still up on 2023 by 15%
+54%
Customer Experience Director
A significant rise on the previous year for the role of the CXD
+47%
271
2024 vs 2023 there was a 47% uplift for all the primary customer roles
Gender split across Customer and Director appointments
In Q4 of 2024, 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).
47.2
Quarter 4 Female Split
52.8
Quarter 4 Male split
Increase of female appointments up 2.5% points
Customer Experience Movers Report
| Q4 2024 | CUSTOMER EXPERIENCE MOVERS REPORT | ||
|---|---|---|
| Q4 2024 | NEW CHIEF CUSTOMER OFFICER APPOINTMENTS | Title | Organisation |
| Tracy Abraham | Chief Customer Officer, Tesco Bank | Barclays UK |
| Dan Blake | Co-Founder & Chief Customer Officer | Florence |
| Gyles Brooks | Chief Customer Officer | NIS - Nordic Insurance Software |
| Kathryn Cettina | Chief Customer Officer | MYNDUP |
| Sally Cowdry | Managing Director Adventures & Group Chief Customer Officier for Travelopia | Travelopia |
| Alex Cross | Chief Customer Officer | Tesco Insurance and Money Services |
| Andy Dunn | Chief Customer Officer | POPX |
| Tom Fairey | Chief Customer Officer | Unlikely AI |
| Adam Fletcher | Chief Customer Officer | Blume |
| Joanne Gittins | Chief Customer Officer | ICE |
| Debra Goodwin | Chief Customer Officer | Stagecoach Group Limited |
| Paul Helms | Chief Customer Officer | Civica |
| Kirsty Moffat | Chief Customer Officer | Amplifi Capital |
| Nilesh Patel | Chief Revenue and Customer Officer | UnderwriteMe |
| Keven Richards | Chief Customer Officer | ConvergeX Connections |
| Martin Smethurst | Chief Customer Officer | VoCoVo |
| Shaun Tout | Chief Customer Officer | Fixtuur |
| John Wright | Chief Customer Officer | Onyx Gaming |
| Q4 2024 | NEW Customer Service Director Appointments | ||
| NEW CUSTOMER SERVICE DIRECTOR APPOINTMENTS | Title | Organisation |
| Pierre Coppin | Senior Director, Strategy & Operations - Customer Service Group | Sky |
| Damian Coulton | Director of Customer Service | So Energy |
| Jane Davies | Director of Housing and Customer Services | St Leger Homes of Doncaster |
| Julie Hulme | Director of Customer Service | Bold Security Group |
| Susan McDonald | Director of Customer Service | Scottish Borders Housing Association |
| Jude Nicol Nee Hoggan | Director of Customer Service | M&G plc |
| Lisa Olsen | Director - Customer Services | Livv Housing Group |
| Rachel Percival | Global Director of Customer Service | PayByPhone |
| Jen Sharp | Director of Customer Service UK (Acting) | DHL Express |
| Sam Vijay | Customer Services Director | Lloyds Banking Group |
| Q4 2024 | NEW Customer Experience Director Appointments | ||
| NEW CUSTOMER EXPERIENCE DIRECTOR APPOINTMENTS | Title | Organisation |
| Brette Alsop | Director of Customer Experience and Engagement (Interim) | RNIB |
| Marcos Araujo | Client Director - Customer Experience | Ipsos UK |
| Mark Caudell | Director of Product Design & Customer Experience | Macrobond Financial |
| Luciana Cerolini | Director Customer Experience | Provenir |
| Robbie Cole | Technical Account Director - Customer Experience @ Adobe | Adobe |
| Jo Crump | Channel Director - Customer Experience | Bunzl Retail Supplies |
| Holly Edwards | Customer Experience Director - Rents & Service Charges, Sales, Lettings & Income | Stonewater |
| Morgan Edwards | Director of Customer Experience & Service Delivery | House of Commons |
| Michael Gaffer | Director of Customer Experience & University Operations | BPP |
| Kirsty Gathercole | Customer Experience Director | Safetykleen |
| Alison Greenough | Director of Customer Experience | Weaver Vale Housing Trust |
| Natasha Karelina | Director, Customer Experience | ISC2 |
| Clare King | Interim Director of Customer Experience | Halton Housing |
| Liz Lamb | Director of Insight and Customer Experience | Card Factory |
| Fran Lautman | Assistant Director of Customer Experience | Oldham Council |
| Nick Lygo-Baker | Director of Customer Experience | Orbit Group |
| Katie Martin | Customer Experience Director | Group 1 Automotive UK |
| Kimberly McCabe | Sr Director of Customer Experience, Head of UK Growth | Altudo |
| Natalie McCoy | Customer Experience Director | FENIX MONITORING |
| Kathryn O'Brien | Customer Experience Director | Avanti West Coast |
| Claire O'Regan | VP Customer Experience | Nezasa |
| Mark Osborne | Director of Customer Experience | Siemens |
| Emma O'Sullivan | Director of Customer Experience | Joblogic Service Management Software |
| Gabriela Alina Popa | Director Customer Experience | Operative |
| Jonathan Purdy | Customer Experience Director, IFP | Kimberly-Clark |
| Ben Russell | Director of Customer Experience | ImproveWell |
| Amanda Salter | Customer Experience Design Director and Co-founder | Newt Idea |
| Jim Samuel | Customer Experience & Value Proposition Director | Informa Markets |
| Jeremy Sharp | Director of Customer Experience | RFL Property Services Ltd |
| Tom Smith | Director of Customer Experience and Communities | Sheffield City Council |
| Luke Squires | Customer Experience Director | Sykes Holiday Cottages |
| Kelly Tame | Director, Customer Experience - EMEA | Cribl |
| Katie Teasdale | Director Customer Experience | Stonewater |
| Laura Warwick | Customer Experience Director | Affordable Housing & Healthcare Group |
| Rocky Watson | Director Customer Experience | MLL Telecom |
| Jonny Wiseman | Customer Experience Director and Deputy Managing Director | West Midlands Trains |
| Claire Wright | Director - Digital and Customer Experience | Flagship_Group |
