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Andrew McMillan

Principal at Engaging Services, Customer Service Expert, Former John Lewis Director
    Topics & Types
    Customer ExperienceCorporate CultureBusiness Leaders From Major Brands

    Andrew started his career as a management trainee with the John Lewis Partnership at Brent Cross. He quickly moved up through the management ranks and led a number of selling teams in different branches culminating in managing the furniture floor in the flagship Oxford Street branch.

    From there he moved to the head office to take charge of the department stores’ customer-centric Intelligence Team. They acted as an internal business consultancy reporting on competitive strategy, product differentiation and value, catchment area and demographics for new branches and customer service.

    In 2000 Andrew was asked to lead on customer service for the department store division. The role saw him develop JLP’s market-leading culture and attitude towards customer service and sales with the 30,000 customer-facing Partners in 26 John Lewis shops across the UK. That customer-driven culture is something that has now become synonymous with the John Lewis brand and during his tenure John Lewis won awards for customer service from Which?, Verdict and Retail Week and were frequently cited in the media as a leading customer oriented organisation. He was also responsible for the management and resolution of the group’s customer complaints.

    While at John Lewis, Andrew advised many other non-competing organisations on their customer service strategy and became recognised as an expert in the field.

    Immediately after leaving John Lewis, Andrew joined a City based consultancy as a Principal Consultant.  He led projects for Plymouth City Council where he helped them re- design the access to, and provision of, Adult Social Care services – a project which subsequently won a national award. He supported a number of NHS foundation trusts to successfully develop and implement their patient experience strategies. He also worked with a number of high profile private sector clients, helping them to differentiate their businesses through employee and customer engagement. 

    In 2012 Andrew set up his own consultancy specialising in employee engagement, customer experience and the strategic leadership required to bring them together.  He is also in demand internationally as a conference speaker, facilitator and chair.   

    Andrew draws upon his three decades experience at John Lewis and his recent consulting experiences to share insight on creating a distinct customer experience, leading teams and engaging employees. Andrew explains that consistency is key to reputation and the whole team has to be brilliant with the customer, not just some, but all of the time.

    Consulting clients have included: City of Plymouth Council, Wirral University Trust Hospitals, South East Coast Ambulance Trust, The Met Office, The Isle of Man government, St Andrews University, King’s College London, Kwik Fit, Jardine Motors Group, Lookers Motor Group, Three, Greene King, Vauxhall Motors, Peugeot Citroen, Virgin Atlantic and idsMED in South East Asia.   

    Andrew has also lectured at Henley Business School, Cranfield School of Management, The Moller Centre University of Cambridge and the Said Business School University of Oxford.  

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