Ian is currently a member of the board of the Customer Experience Professionals Association (CXPA). Founded in 2011, The CXPA is a global non-profit organization positioned to guide and enhance the growing field of customer experience management. As Former Head of Group Customer Experience at Shop Direct Group (SDG), Ian was responsible for building and embedding the customer experience strategy for all retail brands within the SDG portfolio in the UK. Ian spent over 6 years helping SDG to align improvement in the customer journey to customer experience strategies that benefit the customer, employee and shareholder.

Ian is now operating as a freelance Customer Experience consultant, advising a wide range of companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions.

A certified Lean Six Sigma Master Black Belt, Ian was recruited into SDG to assist in the deployment of Six Sigma and Lean methodologies. Prior to joining SDG, Ian’s involvement in business improvement spans a twelve year period at Brakes Foodservice, Liberata, GE Reinsurance and GE Commercial Finance.