Ian Williams

Ian Williams

Customer Experience Specialist | Business Speaker | www.jerichoconsulting.co.uk | @CustExpMan

Oxford, United Kingdom
Management Consulting

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Ian Williams's Overview

  • University of Humberside

500+ connections


Ian Williams' Summary

In a nutshell, Ian Williams makes the members of the C-Suite happy.

With over 20 years of customer experience, marketing & consultancy experience, he has helped business leaders and board members around the world smash their way through those annoying and energy-draining functional silos to focus on common objectives. Ian has helped some of the world’s leading brands to see themselves and the world around them in the only way that makes sense.

Ian founded Jericho in 2009, based on the belief that Customer Experience Management can make a real difference. Now considered to be a thought-leader within the Customer Experience arena, Ian has helped to create clarity and perspective in the murky waters of today’s still embryonic CX world.

As a business transformation specialist, Ian prides himself on not only working with companies to define world-beating strategies, but also on making them happen; and more importantly making them stick. His unique perspective on the concept of value has helped many organisations in many different sectors to successfully align their Customer Experience goals with improved top and bottom line performance.

Ian Williams' Experience

Public Company; 1-10 employees; Management Consulting industry

May 2009Present (5 years 5 months) Oxford, United Kingdom

Working with Senior Executives & Business Leaders to map their ideal customer journey.

We have worked with organisations such as TalkTalk, Prudential, Mercedes-Benz Financial Services, Lloyds Banking Group, E.ON, Northern Power Grid, Northern Gas Networks, Kalixa & Wataniya Telecom.

Prior to Jericho, Ian worked in Customer Experience, Retention Management & Marketing for corporates such as American Express, Santander, Canada Life, Lex, Smith & Nephew and VarTec Telecom.

Customer Experience
Business Transformation
Operational Optimisation
Strategic Planning
Channel Management
Customer Acquisition
Customer Retention
Customer Loyalty
Organisational Design
Brand Management
Proposition Management
Social Media Strategy

Senior Consultant

CP2 Experience

Privately Held; 1-10 employees; Management Consulting industry

June 2013January 2014 (8 months)

Associate Lecturer (West London College)

Edinburgh Business School

Educational Institution; 51-200 employees; Education Management industry

January 2010June 2012 (2 years 6 months) London, United Kingdom

Lecturer in Marketing, Services Marketing & Marketing Communications on the EBS & Heriot Watt MBA, MSC & BBA degree programmes

Associate Lecturer (Oxford College of Marketing)

The Chartered Institute of Marketing

Educational Institution; 11-50 employees; Marketing and Advertising industry

January 2010June 2012 (2 years 6 months) Oxford, United Kingdom

Lecturing on the Postgraduate & Professional diploma courses across six different centres

Marketing Development Director - EMEA, International Insurance Services

American Express

Public Company; 10,001+ employees; AXP; Financial Services industry

July 2008April 2009 (10 months)

Responsible for developing and delivering the marketing strategy across all EMEA markets in conjunction with the local market heads. Lead projects focusing on:

Channel Development
* Enhancement of the core OBTM channel through the introduction of predictive dialling technology and the improved provision and utilisation of business management data for use with agency & file management, driving towards a 30% improvement in outbound performance.
* Expansion & development of the inbound and interactive channels for cross-selling and Event/ Trigger Based Marketing activity.

Product Development
* Enhancement of the core Personal Protection category and the development of ‘close-in’ insurance categories to better meet American Express customer needs
* Development of specific product ranges to be utilised for both stand-alone and policy-holder cross-, up- and down-sales activity across all channels and within the retention and sales retention teams.

Group Marketing Manager, Insurance – Customer Engagement & Retention

Santander Insurance UK

Public Company; 1001-5000 employees; Financial Services industry

August 2006February 2008 (1 year 7 months) Milton Keynes, United Kingdom

Customer engagement & retention of GI & Protection books, working on Home, MPPI and Life & CI
* Introduced a new Home Insurance inbound team, including specialist training & incentives. Achieved 38% save ratio, reaching 200% of target; £2.5m annual profit and achieving a ROI of over 10 to 1
* Increased the outbound Welcome & Renewal team. Increased annual RPCs from 100k to 240k, doubled headcount and introduced a call scheduling tool. Achieving a 5% retention uplift contributes £1.5m annual profit and a ROI of 2.4 to 1
* Introduced a outbound ‘Cancelled Direct Debit’ team. Achieved a RPC rate of nearly 40% and a save ratio of 20% relative to RPCs, contributes nearly £¾m annual profit, achieving a ROI of 9 to 1
* Manage Cardif Pinnacle FTS, who adminsiter the Cancellation Management of Abbey’s MPPI book
* Business process diagnostics of Abbey Resolution Life & Critical illness portfolio.
* Pre-renewal, Mid-term & Customer pack engagement Marcomms

Head of Marketing

Canada Life

Privately Held; 1001-5000 employees; GWL; Financial Services industry

December 2003April 2006 (2 years 5 months)

Leadership of the Marketing team (5 heads), with responsibility for business strategy, product development and management, market intelligence & research, marcomms and branding, PR, events management, strategic partnership management, eBusiness and web development.

Marketing Manager

VarTec Telecom Europe Ltd

Privately Held; 1001-5000 employees; Telecommunications industry

20002003 (3 years)

Management of P&L and strategic market planning for GAS region (Germany, Austria & Switzerland). Revenue, attrition, profit and cashflow management; business forecasting; network capacity planning. • Launched VarTec and its Carrier Preselection and Call-by-Call telephony services into all three markets. Within the first three years of operation, the German business had serviced over three million of new users, had approximately 750k regular users, generated annual revenues approaching €45 million and achieved regular sub six-month paybacks. Business achieved positive EBITDA within 18 months.

Senior Product Manager

Smith & Nephew Rehabilitation

19982000 (2 years)

Product Marketing Manager

Lex Vehicle Leasing

Public Company; 1001-5000 employees; Financial Services industry

November 1997July 1998 (9 months) Marlow, Buckinghamshire

Product Manager

Stannah Stairlifts Limited

19931997 (4 years)

Ian Williams' Skills & Expertise

  1. Customer Experience
  2. Customer Retention
  3. Customer Service
  4. Customer Acquisition
  5. Channel Management
  6. Strategic Planning
  7. Marketing Management
  8. Customer Relations
  9. Marketing Strategy
  10. Customer Satisfaction
  11. Customer Loyalty
  12. Problem Solving
  13. Market Research
  14. Brand Loyalty
  15. Social Media
  16. Strategic Communications
  17. Change Management
  18. Business Transformation
  19. Product Marketing
  20. Leadership
  21. Direct Marketing
  22. Training
  23. Strategy
  24. CRM
  25. Business Development
  26. Management
  27. Social Media Marketing
  28. Team Building
  29. Project Management
  30. Brand Management
  31. Product Development
  32. Forecasting
  33. Sales
  34. P&L Management

View All (34) Skills View Fewer Skills

Ian Williams' Education

The University of Hull

MBA, Strategic Marketing


Activities and Societies: Distance MBA student

Chartered Institute of Marketing

Diploma, Marketing


Activities and Societies: Distance study student

Fachhochschule Münster

Diplom Betriebswirt, BWL (Business)


University of Humberside

BA Hons, European Business Studies


Ian Williams' Additional Information

Groups and Associations:

Chartered Institute of Marketing

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