JT Group has appointed a Board advisor with specific responsibility for ensuring that the customer experience is placed at the heart of company decision-making.
Meriel Lenfestey will join JT as a Group Board Strategic Advisor; she is a career entrepreneur and a well-known figure within the Guernsey business community. In 1997 she founded her own firm, Flow Interactive Ltd, which she grew from a start-up into a market-leading consultancy firm with 50 staff and a turnover of £4m a year, helping clients to implement technology in ways which tightly fitted their customers’ needs.
In this way, her experience in approaching technology from a customer’s point of view will be very useful for the JT Board, and complements the recent executive appointment of Tim Ringsdore as Chief Relationship Officer who is helping shape JT’s customer-centric focus.
Throughout Meriel’s career she has worked with both local and global companies, including those providing public services, to ensure their technology or services fit closely with the way people will actually use them. Her experience covers both Board-level strategy, but also the day-to-day operational issues which are typically where customers will interact with a business.
She will be using those insights to help JT deliver the very best customer experience, particularly since customers are increasingly engaging with JT on digital platforms such as through the Group’s website, or using social media. Meriel is also a sought-after speaker on broader technology issues, and recently spoke at the Digital Guernsey event, organised by the Guernsey Chamber of Commerce.
JT have had a vacancy for a Digital advisor on their Board since the previous non-executive director, John Stares, took over as JT Group Chairman in June 2013.
Mr. Stares commented: “I’m delighted that Meriel has agreed to join our Board as an advisor. She has a very strong track record as an entrepreneur, director and advisor for customer-focussed organisations, and she will help us to ensure we deliver a positive and valued experience, whether it is to our customers in the Channel Islands, or globally. JT listens carefully to what our customers say, and Meriel’s role will be to make sure the their point-of-view sits on the same level as operational or technological matters”.
Meriel Lenfestey commented: “I’m looking forward to being the voice of the customer in the boardroom. I will help improve customers’ current experience, and ensure their needs and expectations remain front of mind as JT embraces the potential of future technologies.”
In addition to this appointment JT is also announcing another step towards placing customers at the heart of the organisation through a series of customer focus groups being run at the end of April. The group has listened to recent customer feedback regarding the new JT bill and has developed a programme of consultation with Jersey customers to help address these and ensure that any bill design/format developments fully incorporate direct feedback from the public. If you wish to get involved you can register your interest at www.jtglobal.com/customerfeedback.