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Our Director Team

Our Directors form the executive leadership team responsible for the strategic direction and operational performance of The Institute.

Jo Causon

Jo Causon

CEO
Jo brings a wealth of experience from the commercial sector, enabling her to put customer service at the heart of the Boardroom agenda.

Bill Leonard

CFO
Bill is a finance professional and prior to joining The Institute he was director of finance and administration for the Chartered Management Institute.

Anne Stoddart

Director of Strategic Relationships
Anne is responsible for leading the Customer Experience directorate ensuring the delivery of a world class service experience for our members

Anthony Ryder

CIO

Anthony is an accomplished Senior Operations Professional with over 16 years experience in Operations, Project Management, Acquisitions, Asset Management, IT and Facilities Management.

David Dagger

Director of Communications & Corporate Affairs
David leads The Institute's marketing, communications, product development and public policy. He's a strategic marketer, with multisector experience.

Stefan Parker

Director of Marketing and Customer Experience
Stefan oversees the strategy for membership development through our products and services, including: accreditation, benchmarking, training solutions, qualifications, and professional standards at the Institute.

Our Board

The Board is made up of an Executive Director, Chair and five Non-Executive Directors.

Jo Causon

Jo Causon

CEO
Jo brings a wealth of experience from the commercial sector, enabling her to put customer service at the heart of the Boardroom agenda.
Shirely Fell

Shirley Fell

Non-Executive Director
Shirley is the Operations Director at Cirencester Friendly Society
Graham Edwards

Graham Edwards OBE

Non-Executive Director
Chief Executive at Wales & West Utilities (WWU)
Giles Hawke

Giles Hawke

Chairman
Giles is the Vice President and Managing Director of Celebrity Cruise

David MacLeod OBE

Non-Executive Director
David is co-founder of the Employee Engagement Task Force launched by the Prime Minister in 2011.
Jacqueline Starr Headshot

Jacqueline Starr

CEO at the Rail Delivery Group
Jacqueline Starr currently works as CEO at the Rail Delivery Group (RDG), and assumed this role on 1st December 2020.

Chris Pitt

Non-Executive Director
Chris Pitt is the CEO of first direct.
Jonathan Cowie Headshot

Jonathan Cowie

Non-Executive Director
Jonathan is the CEO of Plymouth Community Homes

Our Vice Presidents

Our Vice Presidents act as a sounding board for new initiatives and support our growth by helping enhance our reputation, profile and membership

Alison Jaap

Vice President Care, OVO Energy
Alison Jones

Alison Jones

Senior Vice President Global Circular Economy, Stellantis

Angela Lockwood

Chief Executive of North Star
Angela MacDonald

Angela MacDonald

Deputy Chief Executive and Second Permanent Secretary for HM Revenue & Customs

Ant Middle

Chief Executive Officer, Ageas UK
Ben Fletcher

Ben Fletcher

Chief Financial Officer at The Very Group

Carla Thomas

Business Customer Service Director in Openreach

Catherine Rutter

Director Group Customer Inclusion, Lloyds Banking Group
David Roberts

David Roberts

Managing Director at Nu-Heat

Denise Allan

Managing Director of Service, Customer Service Group at Sky
Dr Peter Carter

Dr Peter Carter

Independant Healthcare Consultant
Eric Leenders Headshot

Eric Leenders

Managing Director, Personal Finance, UK Finance

Francesca Rea

Director of Customer Service & Service Delivery at NewDay

Heather Smith

Chief Executive Officer, AXA Health
Jamie McDonald

Jamie McDonald

Customer Experience Director VIVO Defence Services

Jeremy Hyams

CEO at Claims Consortium Group
Jo Marshall

Jo Marshall

Executive Director at YPO
Jo Moran

Jo Moran

Former Head of Transformation - Stores and Property at Marks & Spencer
Jo Upward

Jo Upward

Managing Director at Platform Group

John Barnett

Former Director of Operations at Npower Energy Services
Kathryn O'Brien

Kathryn O’Brien

Customer Experience Director at TransPennine Express

Lesley Taylor

UK MD of Globus

Liz Fairburn

Customer Experience Director at DWP
Louise Beardmore

Louise Beardmore

CEO Designate at United Utilities

Mark Evans

Former Managing Director for Marketing & Digital, Direct Line

Mark Gait

Former Director at Virgin Media O2
Martyn Oakley

Martyn Oakley

Operations Director at Laithwaites
Michelle West Wiggins Headshot

Michelle West-Wiggins

Director of Customer Service, Cirencester Friendly Society
Mike Gauterin Headshot

Mike Gauterin

Customer Services and Technology Director at United Utilities
Nigel Purveur

Nigel Purveur

Former Managing Director at Capita's Insurance Services Division
Paul Harris

Paul Harris

Executive Director Customer Experience at Curo Group

Peter Cross

Former Customer Experience Director at John Lewis
Peter Farrer

Peter Farrer

Chief Operating Officer at Scottish Water

Peter Markey

Chief Marketing Officer at Boots
Peter Sinden

Peter Sinden

Former GI Strategy and Transformation Director, LV=
Phil McGilvray

Phil McGilvray

Managing Director Debt Services at TDX Group

Richard Pash

UK Chief Customer Officer at Zurich
Sian Jones

Sian Jones

CEO, Correla
Simon Roberts Headshot

Simon Roberts

President of The Institute and CEO of Sainsbury’s
Trafford Wilson

Trafford Wilson

Executive Director of Customer Services at The Guinness Partnership
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