Customer Data: Your Organisation’s Hidden Superpower
Chief Executive Officer, Institute of Customer Service
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.
Director, Resident Services & Community, Housing Solutions
Jackie joined Housing Solutions in November 2021, taking up a newly-created role supporting the delivery of high quality services and strong resident & community engagement. Jackie brings with her a significant track record of over 25 years’ working in the public, private and third sectors including at Clarion Housing Group, Estuary Housing Association, MIND and the London Borough of Southwark. Jackie has a passion for helping others, and an ability to develop and lead colleagues. Alongside her employed roles, she has also held several voluntary and Board positions in local community and other groups and is currently an independent committee member for a G15 housing association. Jackie has a very practical and hands-on approach, supporting our Executive team in developing our resident services and community offer in line with our values and purpose.
Director, Customer Services, Phoenix Community Housing
David joined Phoenix in 2009 as Director of Customer Services. Previously he held senior positions at Westminster Council and at Hyde Housing Association, where he successfully delivered PFI contracts. David is focused on meeting Phoenix’s Customer Service standards by providing the best possible service both within the organisation and to customers. David holds a MSc in Housing and an undergraduate degree in Economics. He has a busy life with his young family but plays sport regularly and is a football and rugby enthusiast.
Director, Social Housing Practice, New Street Consulting Group
Dean is a director within the social housing practice at NSCG specialising in connecting clients with top talent during times of change/transformation, turnaround, and to ensure essential operational delivery. He has been consulting and recruiting for the not-for-profit and public sector for over 19 years and is passionate about helping organisations tackle challenges whilst balancing customer needs and maintaining commercial viability.
Date: 22nd June 2023
Time: 14:00 – 16:30
Venue: Central London
If you would like to register your interest to attend the roundtable please click the link below.