Head of Customer Experience

What's your career to date?

I’ve spent all of my career in customer experience including 18 years at Virgin Media running contact centres, driving service improvement initiatives and designing and delivering aspirational customer experiences. I’ve been at NVS since 2019 and focus on delivering innovation and excellence in animal health across our customer experiences.

What is most important to you in your job?

The life of a veterinary professional is busy, so I personally get excited by uncovering and delivering improvements that make it easier for them to care for animals.

What’s the best thing about working in the veterinary industry?

It’s very satisfying to know that our products and services play a key role in improving and maintaining the health of animals across the country and that I can play a small role within it.

How do you relax?

I love sport. Watching Wigan Warriors win the Super league, cheering on the Brits in Formula 1 or a leisurely round of golf at weekend. We also own two horses, three cats, two guinea pigs and my wife offers pet services so being surrounded by animals keeps me occupied too!

What’s the best thing about working for National Veterinary Services?

Our great team. Everyone pulls together to do what’s right for our customers.

What’s your favourite food?

Chocolate. Is that a food? I think so.

What accomplishment are you most proud of?

I’m going to cheat and mention two. I played badminton for Somerset and South West England when I was younger and continued playing at a high level until my shoulder gave up a few years back. Winning a UK Customer Experience Award for a behavioural change programme that I led whilst at Virgin Media.

Describe yourself in three words

Optimistic, Enthusiastic, People-focused