Jo became the Institute’s CEO back in 2009. She has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the national barometer of customer satisfaction and a key indicator of the return on service strategy investment.

Jo brings a wealth of experience from the commercial sector, enabling her to put customer service at the heart of the Boardroom agenda. She has extensive experience in the financial services sector, having previously held positions at Aviva plc for over 11 years and acted as non-executive director at Aegon UK’s independent governance committee. She also held director roles in brand and business consulting, policy development and research for City and Guilds and the Chartered Management Institute.

Jo focuses on demonstrating a clear link between employee engagement, customer service strategies and organisational performance. Working across the public, private and voluntary sectors she provides strategic advice to Boardrooms to raise the standards of service provided by UK organisations and provide evidence of the connection between customer satisfaction and operational efficiency and profitability.

She has worked with politicians across all sides of the House, focusing on the impact that service has on the UK economy and productivity. As a result she is a regular commentator on national media and has been called to give evidence at the Public Administration Select Committee inquiry into complaints handling.

Away from work, Jo is a keen walker and traveller. She has travelled extensively around Europe and wider continents, using her experiences to draw parallels on service strategy which she believes UK organisations should adopt and adapt to enhance customer satisfaction in an increasingly global marketplace.