- Customer & Client Strategy
- Aligning Business Operating Models to Profitable and Positive Customer Experience (CX)
- Co-Creator of Customer Needs Solution (CNS)
- Board Adviser and C-Suite Mentor, focussing on Customer Experience
Jonathan is the co-creator of the Customer Needs Solution approach and methodology that has been adopted internationally across a wide range of commercial, public- and third-sector organisations in Finance & Insurance, Travel & Hospitality, Media, Retail and other verticals. He has spoken at both industry and internal company events on CX and transformation topics. In his corporate roles he has been responsible for significant customer-centred business transformation. Jonathan is a Certified Customer Experience Professional (CCXP).
Jonathan is CEO of ICG London. Previously he was founding Partner at iCustomer and before that Senior Partner at Mercer for 6 years. Prior to his consulting roles, he enjoyed a number of executive appointments in multi-national companies including Marks & Spencer, Prudential, Citibank and Bupa. Jonathan has an MBA from the London Business School.