Jo, appointed as CEO in 2009, has led the Institute, achieving a 150% membership growth and establishing the UK Customer Satisfaction Index as a national benchmark.
With over 11 years at Aviva plc and a non-executive director role at Aegon UK, Jo brings a wealth of commercial experience, focusing on integrating customer service into boardroom priorities.
Her diverse background includes director roles in brand consulting, policy development, and research for City and Guilds and the Chartered Management Institute. Jo emphasizes the connection between employee engagement, customer service, and organisational performance across public, private, and voluntary sectors.
A recognised figure in the media, Jo collaborates with politicians and has provided evidence at the Public Administration Select Committee inquiry on complaints handling.
Beyond her professional life, Jo, a passionate walker and traveler, draws insights from global experiences to shape service strategies for UK organisations in an increasingly interconnected world.