jamie mclellan

I am a passionate and results-driven customer experience leader with a proven track record of optimizing operations, enhancing customer satisfaction, and driving revenue growth. With over two decades of experience, I specialize in transforming CX strategies through data-driven decision-making, innovative problem-solving, and high-performance team leadership. I thrive in dynamic environments, bringing a strategic yet hands-on approach to improving processes, empowering teams, and delivering measurable business impact. Beyond my professional expertise, I am a dedicated runner and drum and bass DJ/producer, always seeking new ways to push boundaries—whether in customer experience or creative expression.

A highly accomplished customer experience leader with over 20 years of expertise in driving operational efficiency, revenue growth, and customer satisfaction. I have successfully led CX transformation initiatives for global brands, including EA, eBay, Shazam, Vodafone, Evoke, Entain, William Hill, 888, and CyberSmart, delivering strategic improvements in team performance, data utilization, and process optimization. My experience spans customer operations, analytics, workforce management, and governance, with a strong focus on embedding data-driven decision-making and continuous improvement. Known for leading high-performing teams, I excel in aligning CX strategies with business goals to enhance retention, engagement, and commercial success

I hold a Professional Diploma in Customer Experience from The CX Academy, equipping me with advanced strategies for enhancing customer satisfaction and business performance. Currently, I am pursuing a CIPD Level 5 in People Management, further strengthening my expertise in leadership, workforce development, and organizational effectiveness. My education complements my extensive experience, enabling me to drive impactful CX and operational improvements.