Andrew McMillan has established himself as a preeminent figure in the realm of customer service and engagement, with his tenure as Head of Customer Service at John Lewis highlighting his profound impact. With an impressive career spanning nearly three decades with the retail juggernaut, Andrew has cultivated an extensive, nuanced comprehension of change management and leadership. His insights into these areas are now accessible to a wider audience, as he offers his expertise as a keynote speaker. Andrew’s experiences have equipped him with a rich perspective on how to foster environments that prioritise and enhance customer service, making him an invaluable resource for organisations aiming to elevate their customer engagement strategies.
As the Director of Engaging Service, Andrew channels his vast knowledge into consultancy and leadership development coaching, assisting over 300 clients from diverse sectors, including SMEs and FTSE 100 companies. He posits a clear, demonstrable link between employee engagement and the customer experience, advocating for strategies that synergise the two. This holistic approach to leadership and service has not only transformed the way businesses approach customer engagement but has also established Andrew as a pivotal figure in driving forward the principles of integrated customer-centric cultures within organisations of all sizes.
Andrew’s career trajectory has seen him occupy several influential roles, including that of Principal Consultant at Charteris, focused on customer experience and centricity. His expertise is recognised industry-wide, evidenced by his tenure as a judge for the Virgin Atlantic Customer Experience and Loyalty Award at the National Business Awards for four consecutive years, and his position as Chair of the Customer Experience Committee at BCSC. These roles underscore Andrew's authoritative voice in the customer service domain, highlighting his commitment to advancing the standards of customer experience and loyalty across various sectors.
Renowned for his leadership acumen, particularly during his time managing over 30,000 customer-facing partners at John Lewis, Andrew advocates for a team-wide contribution to enhancing customer experience. He is a sought-after speaker, and an esteemed lecturer at prestigious institutions such as the Henley Business School, Cranfield School of Management, and Said Business School at the University of Oxford. Andrew McMillan's engagement as a speaker offers invaluable insights into change management, leadership, and customer service, making him an ideal choice for organisations seeking to inspire and implement meaningful customer engagement strategies.