Our Customer Experience (CX) team focuses on developing our customer experience vision and strategy. We think about the thoughts and feelings that our customers have and the actions they take during all the interactions they have with our brands. Whereas Customer Service usually just reflects a single touchpoint, Customer Experience encompasses someone’s entire journey with us.

In our team we use feedback and insights to understand our customer’s needs. We work with teams across the business to continually review our customer journey to ensure we are delivering to our brand promises and our customer’s needs. And we also help support the business to build a customer-first culture with a commitment to making decisions which support our customer promises, not just commercial benefit.