Jo joined The Institute as its CEO in 2009. Over the past seven years she has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction, providing organisations with an indicator of the return on their 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 recently been appointed as a non-executive director to Aegon UK’s independent governance committee and having previously spent more than 11 years working for organisations such as Aviva plc. She has 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 to 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. Her most recent trip was to Sweden, which she believes offers a creative culture that the UK can learn much from. 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.