About me

I have intentionally developed myself to have a broad range of professional experience and this allows me to engage very effectively with stakeholders from all business areas. I also have a robust experience of:

  • Financial, Budgetary and P&L Management

  • Advisory Board Membership

  • Large Scale Public & Media Speaking

Areas of Professional Experience

Bio

James is a Non-executive Director/Chair and Keynote Speaker with a proven track record of building customer value and delivering bottom line results. Equally well versed at building rigour, scalability and consistency into XM operations as designing, implementing and delivering nationwide CX transformation programmes that exceed customer expectations and enhance shareholder and client value.

Overall, James is a strong leadership professional with the assertiveness and ability to motivate and inspire large colleague populations whilst instilling vision and customer focus. Excellent relationship building and negotiation skills to board level and the commercial acumen to make fast, sound, commercial decisions that produce sustainable business results across large scale, complex business environments.

In 2019 James founded CXaccredited.com, a service free to help individuals certify their CX knowledge and credibility.

You can find James' full career history by visiting his Linkedin profile.

Qualification areas

  • Customer Experience Management (XM) Expert

  • Managing Successful Programmes

  • Retail Management, Manchester Metropolitan University

  • Certificate in Retail Management, Institute of Grocery Distribution

  • NVQ Assessor

  • Customer Service/Care

  • Retail Operations

  • Business Administration

  • Book-Keeping & Accounts

  • Advanced Catering/Hospatility Management

Continuous Learning

  • Change management strategies

  • Shopper Insights

  • Public/media speaking

  • Fresh Thinking: The lateral approach to problems

  • Think Global: International innovation and trend analysis

Professional Training

  • Leadership Development

  • Experience Management (XM), SAP

  • Data Privacy and Information Security

  • Media Training

  • GDPR

  • Equality and Diversity

  • Unconscious Bias

  • Anti bribery and corruption

  • Financial Services Regulatory Compliance

  • Anti-Money Laundering

  • Mails Integrity

  • Health and Safety