Andrew McMillan

Andrew McMillan has asserted his dominance in the field of customer service and engagement, most notably through his role as Manager of Customer Service at John Lewis. Having been associated with the retail giant for nearly 30 years, Andrew has developed a deep, holistic understanding of change management and leadership – which he is now available to share when booked as a speaker.

Andrew serves as the Director of Engaging Service, an organisation through which he consults and offers leadership development coaching. Andrew has worked with over 300 clients, from companies of various sizes and statures, ranging from SMEs to FTSE 100 companies. He believes that there is a distinct link between employee engagement and customer experience and has used his leadership to bridge the gap between the two.

Throughout his career, Andrew has held prominent positions at numerous organisations. He has served as Principal Consultant at Charteris, where his work was focused on customer experience and customer-centricity. Andrew has also been a Judge for the Virgin Atlantic Customer Experience and Loyalty Award at the National Business Awards for four years – confirming that his expertise is appreciated across the industry. He was also Chair of the Customer Experience Committee at BCSC. 

Andrew is no stranger to leadership, having managed over 30,000 customer-facing partners at John Lewis. Often reiterating that the entire team must be adding value to a customer’s experience as opposed to only a few members. A customer experience savant, Andrew has lectured at the Henley Business School, Cranfield School of Management, and Said Business School at the University of Oxford, to name a few. Andrew McMillan is now available to speak at a wide range of events. If you are in search of a change management, leadership and customer service speaker, look no further than Andrew McMillan.