Jan Richards joins Irish Life Group as Head of Customer Experience

Jan Richards joins Irish Life Group as Head of Customer Experience. Her responsibilities will include being a member of CCO leadership team, establishing a Group CX Centre of Excellence leading & executing Irish Life’s ambitious customer strategy: Deliver differentiated CX vision and strategy, build VOC best practice measurement programme supporting the continuous improvement of CX, support CX engagement programmes, and embedding existing effective customer journey management programme.

Richards previous role was Head of Insights & Planing at Dublin Airport for 7 years. In her time in Dublin Airport, they were joint winner in the European Airports category of airport service quality awards 2018. Jan was also on the Board Director of Owens DDB Dublin/Worldwide Account Director delivering Tourism Ireland global customer segmentation & creative campaign, co-partner You&Me research, board director DDB Budapest.

Richards noted “Customer Experience is an exciting, dynamic function and Irish Life is an Irish leader…I look forward to working with best in class financial services professionals and being part of a team  that truly differentiates Irish Life as a CX leader of the future.”