Jo Moran

…has steered the provision of M&S service in stores and across the increasing spread of other forms of contact through serious improvement. It’s been built on a core of what matters to customers – people who are friendly, knowledgeable and helpful – and getting clear on who is needed in what numbers and why, so rather than just cutting costs arbitrarily choices are made based on expectations, differentiation and value to all. Beyond stores, a fragmented and sprawling collection of customer contact and service arrangements was brought together around customers’ and the business’s jobs to be done, then brought up to date so it not just human but efficient too.