Practice Leader: Jonathan Mindell: Customer Experience


  • 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).

Employment History/Qualifications

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.


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