(MA, CMgr FCMI) Senior Director | Customer Support | Customer Experience | Business Transformation | CXFO Power 100 2022
Jo Garland: A Journey of Transformation and Leadership
Jo Garland (MA, CMgr FCMI) is a remarkable figure in the world of customer experience and business transformation. With a career marked by a commitment to understanding the customer and fostering a workplace where employees thrive, Jo has left an indelible mark in her field. In this article, we’ll delve into Jo’s inspiring career trajectory, her educational journey, and the exceptional leadership skills that have propelled her to the forefront of the industry.
A Values-Driven Path
Jo’s journey has always revolved around two core missions: to truly understand the customer and to ensure that those around her find joy in their work. These values are not mere words but guiding principles that have shaped her career. Jo’s approach encourages honesty, fosters collaboration, and empowers individuals to make decisions and prioritize their personal development.
A History of Leadership
Throughout her career, Jo has had the privilege of leading and developing talented teams. She’s steered large, complex multi-site operations, spearheaded significant business transformation programs, and managed specialist remote teams, including project teams supporting global partners. Her expertise extends to long-term strategy development and planning.
Jo’s ability to build and develop these talented teams has been recognized through numerous awards, including honors for the “Most Effective Business Transformation Programme,” “Significant Contribution to Coaching,” “Best Learning and Development Initiative,” and “Best Contact Centre Training Team” (small). Her dedication to the contact center industry was aptly recognized in 2022 when she secured the 12th spot in the Customer Experience Foundation (CXFO) Power 100 list, highlighting her outstanding contribution.
A Lifelong Learner
Jo’s commitment to learning extends beyond her professional achievements. After completing her Master’s in Leadership at Henley Business School, she took on a voluntary role as the Chair of Alumni Learning Events. This role allows her to stay updated with the latest research and connect with incredibly talented individuals to learn from. Jo’s curiosity also led her to explore the world of neuroscience, where she’s fascinated by its positive impact on employee engagement and business success.
An Unwavering Quest for Knowledge
Jo actively seeks out interesting connections and conversations to fuel her perpetual learning. Her dedication to understanding and improving the customer experience and workplace dynamics is evident in her career. Jo’s impact is not limited to her achievements but extends to the people she inspires and the change she drives in the industry.
Current Role: Concentrix & Webhelp
Jo Garland currently serves as the Senior Account Director at Concentrix & Webhelp, a position she assumed in September 2023. In this role, she is accountable for leading strategic relationships for Concentrix & Webhelp UK, with ultimate responsibility for revenue, margin, and account growth. She reports to the Chief Client Officer and leads a team of Account Directors.
Previous Roles: Asda and John Lewis & Partners
Prior to her current role, Jo had significant leadership roles at Asda. As the Senior Director of Omnichannel Customer Support, she was responsible for designing and delivering best-in-class customer service and support. She also led major transformation initiatives and oversaw UK support centers and offshore BPO partners.
Before her tenure at Asda, Jo contributed her expertise to John Lewis & Partners, where she spent six years and eleven months in various roles. As a Senior Manager for Customer Care and Contact, she managed a large Contact Centre support division for in-house and outsourced agents. Jo also played a pivotal role in leading strategic initiatives for well-being, employee development, and operational performance.
A Diverse Skill Set
Jo’s career showcases her diverse skill set, ranging from change management and communication to strategic planning and employee development. Her experience has touched various facets of business, and her expertise has left an indelible impact.
Education and Qualifications
- Master’s degree in Leadership from Henley Business School
- Chartered Management Fellow (CMgr FCMI) in Strategic Management and Leadership
- CIPD Level 5 qualification in Learning and Development
- Accredited Diploma in Coach Training (ADCT) from the Association for Coaching
- Leadership Development Programme at Cranfield School of Management
Key Takeaways
Jo Garland’s journey is an inspiring testament to the power of values-driven leadership. Her commitment to understanding the customer and fostering a workplace where individuals find purpose has driven her success. With a diverse skill set and a passion for continuous learning, Jo has risen through the ranks and earned recognition for her contributions.
Leadership Lessons
- Prioritize values and principles that guide your actions.
- Embrace change and lead transformation with confidence.
- Invest in the development and well-being of your teams.
- Seek continuous learning and stay updated with industry trends.
- Build meaningful connections and engage in conversations that foster growth.
In Conclusion
Jo Garland’s career is a shining example of leadership, transformation, and dedication to the customer experience industry. Her impact extends beyond awards and accolades to the people she inspires and the change she drives. Jo’s journey is an enduring source of inspiration, resonating seamlessly with business culture and the language commonly used in organizational contexts.
Editorial Note: Jo Garland’s story serves as a testament to the power of values-driven leadership and continuous learning. Her journey is a source of inspiration for aspiring leaders in the customer experience industry.