January 21st 2021 | Central London


Julie Rendle-Eames

Head of Customer Experience, West Sussex County Council

At a time of austerity West Sussex County Council, like other local authorities, needs to find a different way to deliver its services. A key focus for us is delivering the right outcomes for our customers, where thinking about the service we provide them is at the heart of all we do – every decision, every action.

Like all other authorities we have a transformation programme delivering change within our organisation which works alongside continuous improvement. To continuously improve we must maximise on the people and systems we have, taking a pragmatic approach to deliver efficiencies at low cost.

We are taking the approach of ‘Doing the Basics Brilliantly’ where we target high effort areas for our customers, focusing on making it easier for them to get the help they need, when they need it.

By taking this approach we have made improvements within our Highways Service to reduce failure demand and cost, and have removed high levels of demand impacting on our expensive front line services.

This has been a win-win for our organisation and for our customer’s experience. We have applied this approach to other areas of our organisation and seen double digit call volumes reduce year on year.

Twitter: @J_RendleEames

Jo Causon

Jo Causon, CEO, The Institute of Customer Service

Jo joined The Institute as its CEO in 2009. Over the last 10 years she has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction, providing organisations with an indicator of the return on their service strategy investment.

Jo brings a wealth of experience from the commercial and financial services sectors having previously been a non-executive director to Aegon UK’s independent governance committee and having spent more than 11 years working for organisations such as Aviva plc. 

Jo focuses on demonstrating a clear link between employee engagement, customer service strategies and organisational performance.  Working across the public, private and voluntary sectors she provides strategic advice to Boardrooms to raise the standards of service provided by UK organisations and to provide evidence of the connection between customer satisfaction and operational efficiency and profitability.  

Twitter: @instituteofcs

Kevin Morley

Deputy Director - Customer Service, Crown Commercial Service

Kevin is an experienced Customer Service Director. In just eighteen months he took his recent team from an NPS of -30 to +49 and at the same time expanded business activity in the team and the range of products supported. He has delivered a wide range of transformational change programmes that are focussed on the customer as the output.  Kevin has worked in both the public and private sectors and for local, regional and national organisations. He has a real passion for delivering customer centric services that are driven and owned by your people.

Mark Thomson

Director General for Her Majesty's Passport Office and UK Visas and Immigration, Registrar General for England and Wales

Mark Thomson was appointed Director General, HM Passport Office in April 2015 and Director General, UK Visas and Immigration in October 2016. On 24 August 2015, Mark also became Registrar General for England and Wales.

Before joining the Civil Service, Mark had spent his entire career at Royal Mail where he held a variety of Managing Director roles. His early career was in sales and marketing and he also spent several years as Sales & Customer Services Director.

Mark was the commercial lead for the Royal Mail/Post Office separation before taking on the role of Managing Director International in 2011. He has also held several non-executive roles for other organisations including The Chartered Institute of Public Finance and Accountancy (CIPFA) and the former UK Border Agency

Twitter: @HM_Passport

Jessica Crowe

Assistant Director - Customers, Commissioning and Governance

Jessica Crowe is Assistant Director of Customers, Commissioning and Governance at LB Sutton and the borough's statutory Monitoring Officer. She and her team are responsible for leading and delivering the Council’s ambitious agenda of Outcomes Based Commissioning, transformation and public sector reform. She is also responsible for Sutton and Kingston’s Shared Customer Service.

Prior to joining Sutton, Jessica was Executive Director of an independent national charity, the Centre for Public Scrutiny, for eight years. She is nationally recognised for her expertise in good governance, having been appointed by both the UK and Welsh governments to statutory intervention and improvement roles.

She was previously an elected member in LB Hackney, where she was Deputy to the elected Mayor. She has also worked in central government and for numerous local government related organisations, including the Local Government Association, Greater London Authority and the Local Government Information Unit. Jessica has two children and lives in Hackney.

Twitter: @SuttonCouncil

Charlotte Forrest

Head of Supporter Experience, Save the Children UK

Charlotte has been working for good causes for more than 13 years - starting her career as a street fundraiser for UNICEF, back when paper forms and clipboards were still a thing. Since then she has gained a huge amount of experience in a variety of fundraising roles. 
She now works for Save the Children as Head of Supporter Experience, where she is tasked with developing and delivering their strategy to create engaged long-term supporters. 
Prior to taking on this role she worked as an Innovation Consultant at Good Innovation, supporting clients like Oxfam, UNICEF, Diabetes UK, and Battersea to develop and test new fundraising products and strategies, and explore other commercial income generating opportunities. 
Charlotte's past roles include running the Special Projects team at WaterAid and heading up regional operations at face to face agency, Gift Fundraising.

Twitter: @Char_Forrest

Melanie Rayment

Head of Service Design, Barnardo’s UK

Melanie Rayment is an advocate for the power of design to affect positive social change across communities, government and nations. She is the Head of Service Design at Barnardo’s, one of the UK’s largest children’s charity, delivering over 1000 services and is seeking to shift the landscape of children’s social care. Melanie has 17 years’ experience and has worked for the Big 4 management consulting in London, Tokyo and Sydney and also held a number of creative director and spatial designer roles, delivering strategic brand experiences with global agencies.  As the Centre Manager for the Designing Out Crime at the University of Technology Sydney, she applied design-led transdisciplinary approaches to reduce various aspects of crime and deliver new cross-sector responses to complex social issues.  In addition to her current role at Barnardo’s, she is a Visiting Lecturer on the Masters of Service Design at the Royal College of Art, London and an Associate for On Think Tanks, a global platform for the study and development of think tanks. She is also currently studying her second Masters in Public Policy at the University of Bath.

Twitter: @MelRayment@Barnardos 


Ameline Jean

Head of Audience Insight, Save the Children

Ameline has been working as an Audience Insight Expert for more than 12 years conducting qualitative research and marketing strategic consultancy for the biggest FMCG global brands. Her experience has gave her a high level of expertise in building brand and communication strategies inspired by consumer insights.

She is now working at Save The Children as Head of Audience Insight. It has been an exciting and inspiring journey to build an Audience Insight expertise within the organisation - supporting Campaigners, Fundraisers and Brand teams in developing activities that are truly audience led. Insight is now a key pillar within the organisation and part of marketing effectiveness in providing robust analytical points of view and strategic and actionable recommendations. She is always driven by bringing the true voice of our audiences to unleash the power of creativity.

Tim Watkins

Social Media Manager, University of Reading

Tim sets the strategic direction for social media at the University of Reading, including developing academic profiles to support research promotion, running major video live streams, developing policies and procedures, working with creatives, training student ambassadors, and chasing campus wildlife for that perfect instagram shot.

He worked extensively in recruitment/marketing/social media/web content/digital marketing for the higher ed sector in Australia before moving somewhere with fewer spiders. As a team of one with a daily audience of over 200,000 followers, work at Reading is a busy mix of strategic preparation and immediate reactions and is never dull.

Twitter: @_timwatkins | @uniofreading