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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

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.
Anthony Ryder

Anthony Ryder

COO

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

Anne Stoddart

Anne Stoddart

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

David Dagger

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

Sue Glynn

Director of Academy, Standards & Quality
Sue provides strategic direction and leadership on our Academy, quality, standards, accreditation and qualifications. She joined The Institute in 2003 and became a Director in 2007.

Our Board

The Board is made up of an Executive Director, Chair and six 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.
Simon Roberts

Simon Roberts

Chairman (Non-Executive Director)
Simon is the newly appointed CEO of Sainsbury's
Cathryn Ross

Cathryn Ross

Non-Executive Director
Cathryn is Group Regulatory Affairs Director at BT Group

Mark Gait

Non-Executive Director
Mark currently has responsibility for delivering customer service to O2's 25m customers.
Shirely Fell

Shirley Fell

Non-Executive Director
Shirley is the Operations Director at Cirencester Friendly Society
Paul Pugh

Paul Pugh

Non-Executive Director
Paul has over 25 years’ experience of board level roles in the public sector, and he has held executive and non-executive roles
Giles Hawke

Giles Hawke

Non-Executive Director
Giles is the CEO of Cosmos Tours
Jonathan Cowie

Jonathan Cowie

Non-Executive Director
Jonathan is the CEO of Vivid Housing

Press and PR

Please get in touch with any media enquiries.

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 Jones

Alison Jones

Group Managing Director UK and Senior Vice President at PSA Groupe
Angela MacDonald

Angela MacDonald

Director General of Customer Services at HMRC
Ben Bax

Ben Bax

Client Services Director at Lightfoot and Director of Bax Consulting Ltd
Ben Fletcher

Ben Fletcher

Chief Financial Officer at The Very Group
David Roberts

David Roberts

Managing Director at Nu-Heat
Des Benjamin

Des Benjamin

President of The Institute of Customer Service
Dr Peter Carter

Dr Peter Carter

Independant Healthcare Consultant

Francesca Rea

Director of Customer Service & Service Delivery at NewDay
Gerry McGarry

Gerry McGarry

Managing Director bpi Recycled Products
Graham Edwards

Graham Edwards

Chief Executive at Wales & West Utilities (WWU)
Jamie McDonald

Jamie McDonald

Customer & Business Transformation Director at Engie

Jeremy Hyams

CEO at Claims Consortium Group
Jo Marshall

Jo Marshall

Executive Director at YPO
Jo Moran

Jo Moran

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

Jo Upward

Managing Director at Platform Group
Joanne Casey

Joanne Casey

Managing Director at Mactaggart & Mickel Homes England
Joe Gordon

Joe Gordon

Head of first direct

John Barnett

Director of Operations at Npower Energy Services
Jonathan Preece

Jonathan Preece

Core Business Services Leader at GSK
Julia Bloomer

Julia Bloomer DL

Head of Learning & Development & HR at AESSEAL plc
Kathryn O'Brien

Kathryn O’Brien

Customer Experience Director at TransPennine Express
Kelly Macfarlane

Kelly Macfarlane

Managing Director of Customer Experience at Thames Water
Louise Beardmore

Louise Beardmore

Customer Services Director at United Utilities
Mark Robinson

Mark Robinson

Director of Supply Chain at John Lewis
Martyn Oakley

Martyn Oakley

Operations Director at Laithwaite's Wine

Matt Gore

Chief Operating Officer at Pension Insurance Corporation
Nigel Purveur

Nigel Purveur

Managing Director at Capita's Insurance Services Division
Paul Harris

Paul Harris

Executive Director Customer Experience at Curo Group

Peter Cross

Customer Experience Director at John Lewis
Peter Farrer

Peter Farrer

Chief Operating Officer at Scottish Water
Peter Sinden

Peter Sinden

Strategy and Transformation Director, at LV= GI,
Phil McGilvray

Phil McGilvray

Chief Operating Officer at Cabot Financial

Richard Pash

UK Marketing Director at Zurich
Sian Jones

Sian Jones

CEO at Xoserve
Trafford Wilson

Trafford Wilson

Executive Director of Customer Services at The Guinness Partnership
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