CX50 2024 Full List

Over five weeks, we've published five lists of individuals excelling at customer experience across a range of industry sectors. Rounding off the CX50 2024, here's the list in its entirety.

The CX50 2024 is the sixth instalment in what is now the pre-eminent list of the UK's top customer experience professionals. It has also been our most ambitious effort yet. For the first time, Marketing Week, Cognizant and Adobe have approached the project by seeking out the best examples of CX achievement from a defined set of sectors, with the aim of broadening its scope to understand more about the intricacies of CX outside the consumer sphere, as well as inside. Over the past five weeks, we've revealed the names of 50 leading individuals in five groups of 10. Now, we're presenting the list in full, along with links below to all their profiles and the sector-specific analysis we've created through in-depth interviews with a selection of them. In researching and collating the CX50 2024, we've taken our most comprehensive tour yet around all the elements needed for great CX, and the barriers that must be overcome to achieve it. By foregrounding the insights and expertise of these 50 leaders, we hope to have furthered knowledge and best practice across the UK economy. From Marketing Week, Cognizant and Adobe, congratulations to those who have earned their place on this year's list.

CX50 — 2021

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The UK's leading customer experience professionals: The top 50 list in full

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The Marketing Week CX50, in partnership with Cognizant and Adobe, is the pre-eminent annual list of the UK’s top 50 customer experience professionals, now in its sixth year. For 2024, we have taken a new sector-driven approach to compiling the CX50 list, in an effort to better represent the diverse range of customer experiences and priorities present across the economy – particularly increasing its coverage of B2B organisations and the public sector compared to previous years. The CX50 2024 is divided into the following five sectors, each featuring 10 professionals:

Retail, consumer goods, travel and hospitality Financial services Public sector Manufacturing, logistics, energy and utilities Life sciences

Our criteria and methodology for determining the CX50’s members remain the same as in previous years. In order to create a pool of candidates, we combine nominations from Marketing Week and Cognizant’s professional networks with independent measures of brands that perform highly on CX. To select the final list, we then assess individuals’ achievements in the past year and over the course of their careers against the three criteria of impact, innovation and influence. The CX50 members possess an eclectic set of skills and responsibilities, all crucial in the effort to deliver exceptional customer experience, so while we have not split the CX50 2024 into the five categories we have used previously, these nevertheless remain relevant as descriptions of who the CX50 are and what they embody, namely: organisational leaders, brand guardians, technologists, disruptors/challengers and growth drivers.

methodology

Russell Parsons Editor-in-chief Marketing Week

Amy Jude Tim Fiona Jon Nick Claire Emma Anita Peter

Belbeck Burditt Jones Nicholls Paull Ratcliffe Sharp Strain Yandell-Jones Zillig

HomeServe Severn Trent DPDgroup UK National Grid Octopus Energy Volkswagen Group UK Northumbrian Water Transport for London Ecotricity Ford of Europe

Chief Marketing Officer Director of Customer Solutions Director of Marketing, Communications and Sustainability Head of Service Experience, Business Services Chief Customer and Operating Officer Customer Experience Director Customer Director Customer Director Chief Customer Officer Director of Marketing

manufacturing, logistics, energy and utilities

The CX50 2024

Clara Annika Paula Stephen Jack Gavin Leanne Sara Neal Charlotte

Beattie Bizon Bobbett Cassidy Constantine Forth Gaughan Holt Jones Lock

Morrisons Samsung Electronics Boots Hilton Lush Jet2.com and Jet2holidays Whitbread Merlin Entertainments Marriott International John Lewis Partnership

Head of Technology – Marketing, Online and Retail Marketing and Omnichannel Director, UK and Ireland Chief Digital Officer Managing Director, UK and Ireland Chief Digital Officer Marketing and Digital Director Head of Ecommerce Group Marketing Director, UK and Europe Chief Sales and Marketing Officer, EMEA Customer Director

Retail, consumer goods, travel and hospitality

Suresh Maria Sam Gemma Hannah Nilan Chris Ruchir Jen Cheryl

Balaji Cearns Day Johnson Lewis Peiris Pitt Rodrigues Tippin Toner

Lloyds Banking Group The Co-operative Bank Direct Line Group Starling Bank American Express Wise First Direct Hargreaves Lansdown NatWest Group Aviva

Chief Marketing Officer Chief Operating Officer Interim Chief Marketing Officer Director of Growth and Marketing Operations UK Country Manager Chief Product Officer Chief Executive Officer Chief Client and Commercial Officer Chief Operating Officer Chief Customer and Marketing Officer

financial services

Christine Charlotte Rich Laura Rochelle Megan Mike Tom Daljit Joanna

Bellamy Briscall Corbridge Gilbert Gold Lee-Devlin Potter Read Rehal Rowland

GOV.UK Department for Education Department for Work and Pensions 10 Downing Street NHS England Ministry of Justice Central Digital and Data Office Government Digital Service HM Revenue and Customs Home Office

Director Chief Digital Officer Director General, Chief Digital and Information Officer Chief Analyst and Director of Data Science Head of User Research Director General, Service Transformation Government Chief Digital Officer CEO Chief Digital and Information Officer Director General, Customer Services Group

Public sector

Hugo Anthony Chris Mark Conor Brad Petra George Ghada Silvina

Breda Cockburn Hudson Leftwich McKechnie McLean Molan Murgatroyd Trotabas Vilas

Johnson & Johnson MedTech Haleon Roche Diagnostics Philips Healthcare Cytiva AstraZeneca Mundipharma Medtronic Siemens Healthineers Sanofi

Managing Director, UK and Ireland Global Digital Consumer Experience Director Director of Access and Innovation Managing Director, UK and Ireland Vice-President, Marketing and Strategy Global Head of Acute Care Chief Commercial Officer General Manager, Digital Technologies Managing Director, Great Britain and Ireland Global Marketing Director, Consumer Healthcare

life sciences

Clara Beattie, Head of Technology – Marketing, Online and Retail, Morrisons Annika Bizon, Marketing and Omnichannel Director, UK and Ireland, Samsung Electronics Paula Bobbett, Chief Digital Officer, Boots Stephen Cassidy, Managing Director, UK and Ireland, Hilton Jack Constantine, Chief Digital Officer, Lush Gavin Forth, Marketing and Digital Director, Jet2.com and Jet2holidays Leanne Gaughan, Head of Ecommerce, Whitbread Sara Holt, Group Marketing Director, UK and Europe, Merlin Entertainments Neal Jones, Chief Sales and Marketing Officer, EMEA, Marriott International Charlotte Lock, Customer Director, John Lewis Partnership

Retail, consumer goods, travel & hospitality

Read the CX50 members' profiles

More sector lists and analysis

methodology

Financial services

Life sciences

Manufacturing, logistics, energy and utilities

Public sector

Retail, consumer goods, travel and hospitality

Read the CX50 members' profiles

More sector lists and analysis

Suresh Balaji, Chief Marketing Officer, Lloyds Banking Group Maria Cearns, Chief Operating Officer, The Co-operative Bank Sam Day, Interim Chief Marketing Officer, Direct Line Group Gemma Johnson, Director of Digital Growth, Starling Bank Hannah Lewis, UK Country Manager, American Express Nilan Peiris, Chief Product Officer, Wise Chris Pitt, Chief Executive Officer, First Direct Ruchir Rodrigues, Chief Client and Commercial Officer, Hargreaves Lansdown Jen Tippin, Chief Operating Officer, NatWest Group Cheryl Toner, Chief Customer and Marketing Officer, Aviva

financial services

Christine Bellamy, Director, GOV.UK Charlotte Briscall, Chief Digital Officer, Department for Education Rich Corbridge, Director General, Chief Digital and Information Officer, Department for Work and Pensions Laura Gilbert, Chief Analyst and Director of Data Science, 10 Downing Street Megan Lee-Devlin, Director General, Service Transformation, Ministry of Justice Rochelle Gold, Head of User Research, NHS England Mike Potter, Government Chief Digital Officer, Central Digital and Data Office Tom Read, CEO, Government Digital Service Daljit Rehal, Chief Digital and Information Officer, HM Revenue and Customs Joanna Rowland, Director General, Customer Services Group, Home Office

Public sector

Amy Belbeck, Chief Marketing Officer, HomeServe Jude Burditt, Director of Customer Solutions, Severn Trent Tim Jones, Director of Marketing, Communications and Sustainability, DPDgroup UK Fiona Nicholls, Head of Service Experience, Business Services, National Grid Jon Paull, Chief Customer and Operating Officer, Octopus Energy Nick Ratcliffe, Customer Experience Director, Volkswagen Group UK Claire Sharp, Customer Director, Northumbrian Water Emma Strain, Customer Director, TfL Anita Yandell-Jones, Chief Customer Officer, Ecotricity Peter Zillig, Director of Marketing, Ford of Europe

manufacturing, logistics, energy and utilities

Hugo Breda Managing Director, UK and Ireland, Johnson & Johnson MedTech Anthony Cockburn, Global Digital Consumer Experience Director, Haleon Chris Hudson, Director of Access and Innovation, Roche Diagnostics Mark Leftwich, Managing Director, UK and Ireland, Philips Healthcare Conor McKechnie, Vice-President, Marketing and Strategy, Cytiva Brad McLean, Global Head of Acute Care, AstraZeneca Petra Molan, Chief Commercial Officer, Mundipharma George Murgatroyd, General Manager, Digital Technologies, Medtronic Ghada Trotabas, Managing Director, Great Britain and Ireland, Siemens Healthineers Silvina Vilas, Global Marketing Director, Consumer Healthcare, Sanofi

life sciences

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