Executive Search Case Studies
Chief Customer Officer Search
Utilities - Water Company
Appointed a Chief Customer Officer during a period of significant uncertainty, partnering closely with the CEO and Group HR Director to secure a leader capable of navigating transformation, regulation and organisation-wide change at pace.
Chief Transformation Officer
Building Society
Engaged following a failed initial search, Douglas Jackson successfully appointed a Chief Transformation Officer to lead enterprise-wide transformation for a UK Building Society at a critical point in its growth journey.
Chief Finance Officer
Utilities - Energy B2B provider
Partnered with a high-growth B2B energy solutions provider to appoint a strategic CFO, providing financial leadership, board-level reporting and continuity during a critical phase of growth in the evolving renewables market.
Non-Exeutive Directors
Utilities - Energy Solution Provider
Appointed multiple NEDs for a pioneering social enterprise tackling fuel poverty, strengthening board governance, ESG leadership and strategic oversight across innovation, customer experience, regulation and social value.
Forecasting and Planning Lead
Field Operations, multi-site
Strategically critical leadership role, providing direction for the Central Planning team and supporting large-scale Field Operations across multiple business units for this large utility and water company
VP EMEA - Utilities
B2B AI Technology
Partnering with a high-growth, AI-driven technology business, Douglas Jackson appointed a VP, EMEA-Utilities to accelerate market expansion, engage senior utility stakeholders, and support investor-backed growth.
Managing Director, Customer
Top 5 Bank
Delivered a senior MD to lead one of the UK’s largest customer operations, overseeing c.4,000 FTE across UK and offshore sites, driving service excellence, regulatory compliance and sustainable cost efficiency.
Sales Director/CCO Search
Insurance Warranty Provider
Retained to appoint a commercially astute Sales Director/Chief Commercial Officer to lead partnership growth and revenue generation, combining sector expertise with a strong hunter mindset to deliver ambitious expansion plans.
Non Executive Director/NED
Utilities and Energy
Partnering with a national membership and skills body, Douglas Jackson appointed a Non-Executive Director to strengthen Board governance, Remuneration and Nominations oversight, and strategic leadership during sector-wide transformation.
Managing Director-Telco Search
BPO/Outsourcing
Built on a long-standing partnership to appoint a commercially strong Managing Director to lead and scale the client’s growing telecommunications operations, combining operational leadership with market-focused growth strategy.
Operations Director - COO
Luxury Consumer Goods
Secured an aspirational future COO to build scalable operational, performance and regulatory foundations for a high-growth, market-defining luxury brand.
Director of Customer Experience
Top 4 UK Bank
Delivered a world-class CX Director to lead a 500-strong frontline operation, driving omnichannel transformation, digital strategy and customer-centric delivery aligned to Scaled Agile and the bank’s “People Matter More” ethos.
Workforce Management Leadership
Online Gaming and Sports Betting
Recruited two business-critical WFM leaders to deliver a time-sensitive NICE IEX platform rollout, combining deep technical expertise with stakeholder leadership in a fast-paced, highly regulated environment.
Business Development Director Search
Global BPO/Outsourcing
Engaged following a senior-level industry conversation to identify and appoint a high-impact Business Development leader with deep Utilities expertise, where the client’s existing network lacked the specialist capability required to accelerate growth.
Solutions Delivery Consultant
AI CCaas Technology
Within just nine months, the succesful indiviual was promoted to a Head of Solutions sole, reflecting both their capability and the strength of the match between individual and organisation.
Customer Experience Director
Housing Association
Placed a CX Director to align customer strategy with new regulatory tenant satisfaction measures, integrating insight, analytics, complaints and repairs into a unified approach.
Director of Quality Search
Telecommunications
Led a confidential search to appoint a senior leader to design and deliver a best-in-class complaints and customer service strategy across a complex retail and contact centre operation.
Sales Director Search
B2B Utilities
Appointed a newly created Sales Director role to strengthen commercial capability, following successful prior leadership hires across operations and workforce planning.
Head of Customer Services Search
Utilities - Consumer
Engaged on an exclusive basis to appoint a Head of Customer Services, building on a trusted partnership to strengthen leadership capability within a consumer-facing utilities operation.
Director of Resource Planning Search
FTSE 100 Energy
Placed a senior Resource Planning Director to design and deliver a full transformation of planning and operational support functions where previous direct market approaches had failed.
Operations Director B2B Search
Utilities Wholesaler Provider
Following multiple successful retained searches, appointed an Operations Director to strengthen leadership capability across operations, planning and support functions for a complex utilities wholesaler.
Head of Claims - Chief Operations Officer
Motor Insurance Service Provider
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. This successful hire went on to achieve multiple promotions and was appointed to the COO, Chief Operating Officer
COO Designate Search
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 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 Services Director Search
Utilities
Appointed a senior Customer Services Director to restore confidence following an unsuccessful prior search, navigating intense regulatory, board and customer scrutiny to stabilise performance and leadership capability.
Customer Experience Director EMEA
Consumer Goods
Delivered a rare bilingual CX leader, meeting a non-negotiable German language requirement while embedding a global customer experience culture aligned to a premium luxury brand.
Multi-Channel Strategy Director Search
Top 5 Insurer
Identified a transformation leader capable of driving large-scale digital, robotics and automation change within a highly regulated insurance environment where suitable talent was scarce.
Commercial Director Search
Beauty
Recruited a Commercial Director to accelerate growth for a category-defining challenger brand, building B2B and strategic partnerships to complement rapid D2C expansion.
Interim Head of Customer Experience
Housing Association
Successfully delivered an Interim Head of Customer Experience within five weeks to lead a critical complaints programme, balancing pace, cultural fit and technical capability under intense regulatory and delivery pressure.
Director of Forecasting and Planning Search
Insurance Loans and Breakdown
Partnered with the COO to appoint a Director of Forecasting and Planning to strengthen capability across contact centre, customer operations and field services in a fast-paced, highly complex environment.
Operations Director Search
Travel and Pet Insurance
Placed an Operations Director to unify and optimise multi-product B2B and B2C insurance operations, delivering measurable performance uplift, efficiency gains and strategic alignment across the business.
Guest Experience Director Search
Travel and Hospitality Sector
Appointed into a newly created, pivotal role to define and embed a future-focused Guest Experience strategy, helping a leading cruise and travel operator deliver best-in-class customer and guest experiences at scale.
Head of Logistics Search
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 Search
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.