Our Director Team
Our Directors form the executive leadership team responsible for the strategic direction and operational performance of The Institute.
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
CEO
Jo brings a wealth of experience from the commercial sector, enabling her to put customer service at the heart of the Boardroom agenda.
David MacLeod OBE
Non-Executive Director
David is co-founder of the Employee Engagement Task Force launched by the Prime Minister in 2011.
Shirley Fell
Non-Executive Director
Shirley is the Operations Director at Cirencester Friendly Society
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
Senior Vice President Global Circular Economy, Stellantis
Angela Lockwood
Chief Executive of North Star
Angela MacDonald
Deputy Chief Executive and Second Permanent Secretary for HM Revenue & Customs
Ant Middle
Chief Executive Officer, Ageas UK
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
Managing Director at Nu-Heat
Denise Allan
Managing Director of Service, Customer Service Group at Sky
Dr Peter Carter
Independant Healthcare Consultant
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
Jacqueline Starr
CEO at the Rail Delivery Group
Jamie McDonald
Customer Experience Director VIVO Defence Services
Jeremy Hyams
CEO at Claims Consortium Group
Jo Marshall
Executive Director at YPO
Jo Moran
Former Head of Transformation - Stores and Property at Marks & Spencer
Jo Upward
Managing Director at Platform Group
John Barnett
Former Director of Operations at Npower Energy Services
Kathryn O’Brien
Customer Experience Director at TransPennine Express
Liz Fairburn
Customer Experience Director at DWP
Louise Beardmore
CEO Designate at United Utilities
Mark Evans
Former Managing Director for Marketing & Digital, Direct Line
Martyn Oakley
Operations Director at Laithwaites
Mike Gauterin
Customer Services and Technology Director at United Utilities
Nigel Purveur
Former Managing Director at Capita's Insurance Services Division
Paul Harris
Executive Director Customer Experience at Curo Group
Peter Cross
Former Customer Experience Director at John Lewis
Peter Farrer
Chief Operating Officer at Scottish Water
Peter Markey
Chief Marketing Officer at Boots
Peter Sinden
Former GI Strategy and Transformation Director, LV=
Phil McGilvray
Managing Director Debt Services at TDX Group
Richard Pash
UK Chief Customer Officer at Zurich
Sian Jones
CEO, Correla
Simon Roberts
President of The Institute and CEO of Sainsbury’s
Trafford Wilson
Executive Director of Customer Services at The Guinness Partnership