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.
Andrew McMillan's official speaker topics include:
- Retail and business
- Consumer behaviour
- Customer service and experience
- Business strategy
- Business competitiveness
- Event and conference host
Official Feedback from In-Person & Virtual Events
Feedback from In-Person Events:
"I wanted to say that Andrew’s session was a very great success. He was extremely engaging (Even to our very mixed audience) and he has generated many ideas and plans for our business going forwards.The feedback we received from his session was very positive across the board. Please pass on our thanks to Andrew, Rob was also very pleased with the session – I saw him writing many a note! - FCO Services
"Andrew was fantastic, we received lots of positive feedback after the event which we’re very pleased about." - FCO Services
2023 – Chair of the CX Solutions Summit panel
2023 – Excellence in Client Care Award Judge at the LawNet Awards
2016 – Judge at the Virgin Atlantic Customer Experience & Loyalty Award
2012 – Director, Engaging Service 2008 – Principal Consultant, Charteris
2007 – Chair of the Customer Experience Committee, BCSC
2000 – Manager of Customer Service, John Lewis
How to hire Andrew McMillan
Contact the Champions Speakers Agency to provisionally enquire about hiring Andrew McMillan for your next event, today. To get in touch, simply call an official booking agent on 0207 1010 553 or email us at [email protected] for more information.
** We do NOT accept requests for autographs, signed merchandise, fan mail, birthday messages or any other non-commercial contact with the speakers or acts. Each speaker on the website may not have necessarily worked with Champions in the past but are known to perform such engagements within the industry.
