MEET THE CGA NAVIGATORS,
OUR TEAM OF CX EXPERTS

A consumate entrepreneur, mentor, communicator and leader, Andy enjoys a varied and fulfilling portfolio career that includes independent directorships of various organisations. He has managed a number of international businesses, predominantly in the IT sector both in his executive leadership roles and during a distinguished 19-year career with Hewlett Packard.

As a talented change manager and organisational designer, Andy has led several breakthrough projects leading to the repositioning of entire businesses, resulting in significant improvements in their growth and profitability. In addition to a highly hands-on role at CGA, Andy's current commitments include CEO of a publicly quoted internet services company and Trustee of the Talent Foundation.

On a personal note...

Andy is an MCC member and spends any spare time he can at the cricket ground.

Carla has spent her career delivering exceptional customer experience strategies. Prior to joining CGA in 2017, Carla held group level Marketing Director and Customer Experience Director roles at Severn Trent, and senior consulting roles at Vodafone, Aldermore Bank, Voice Norway and Cambridge International.

She has been instrumental in delivering major projects for CGA for clients including The Rail Delivery Group, Coca-Cola European Partners, The Telegraph and Mass Mutual. Carla helps her clients navigate large and complex challenges by ensuring projects have a clear set of deliverables, which add value for both the clients and their customers.

On a personal note...

Carla is kept busy with young twins but when she can loves travelling, live music and festivals. She is also a keen follower of drag racing.

Charlotte’s career spans over a decade in the asset management industry in various roles from operations management, client and consultant relationship management, European business management and property investment sales and marketing.

She enjoys helping clients to identify and achieve their strategic objectives, finding great satisfaction in helping them to create long-term loyalty and meaningful connections with their customers. Through her experience in operations management, she can proactively help to align and deliver solutions against a client’s business objectives.

Charlotte also has a pivotal role to play in the delivery and development of CGA’s innovative and new behavioural training product - The Empathy Lab.

Loving to spend time with her young family, Charlotte is also passionate about enjoying the outdoors, walking her dogs in the Surrey Hills, gardening, mountain biking and playing softball cricket with her local women’s team.

Chris is a widely recognised, leading pioneer of innovative customer experience solutions in an ever-changing market. Constantly championing the customer, he has delivered measurable and innovative transformation programmes for a range of global organisations across almost every sector.

His career spans over 30 years of senior and board level experience across a range of companies, including Allied Breweries, Woolworths, Kingfisher, Dorling Kindersley and Digitas. In each instance, Chris has sought to put the customer at the heart of the business through innovative proposition development. Chris's visionary approach helps organisations challenge their status quo and shape their future based on customer insight and a deeper understanding of the value of customer experience. Chris is a sought after conference speaker, thought leader and Board advisor.

On a personal note...

In his spare time, if not with his family, he is a passionate sailor, cyclist and lover of the outdoors.

Debbie is a passionate and experienced customer experience practitioner and leadership coach, with over 30 years of helping organisations to place customer experience at the heart of the business.
She has extensive international experience across the private and public sectors, with a special focus in transport (aviation, rail and bus) travel and tourism and shared services. Other sectors include real estate, telecommunications and engineering.
Prior to joining the CGA team, Debbie held a number of executive roles with a multi-disciplinary portfolio around customer experience as a key strategic business pillar. Recognised as a 'people first' leader, she is highly skilled in building organisational cohesion, connecting, collaboration and harnessing talent to achieve transformational change and drive commercial value, partnering with internal and external stakeholders. As a qualified executive coach and experience mentor, Debbie uses coaching frameworks in the process of discovery, participation and delivery. Specific competencies include customer insight, customer journey mapping, service blueprinting, employee experience, stakeholder management, culture change and transformation planning.
Since joining CGA, Debbie has utilised her skills and experience, firstly with Argent, renowned urban regenerators, who were looking to move from classic property management to service management at their flagship development, King's Cross. Programmes have also included, First Bus, who commissioned more effective actionable insight to identity growth opportunities and with Arqiva, who required a 'Voice of Customer' programme. With these programmes, Debbie has become a trusted adviser to the CX function, playing a major role in developing and embedding fit-for purpose strategies.
Debbie has an honours degree in Human Sciences. She has a Postgraduate Certificate in Executive Coaching with the Institute of Leadership & Management. She is also an Oxford Brookes University Bacchus mentor to Hospitality, Leisure and Tourism students.

On a personal note, Debbie is dedicated to an active family life, with weekends and holidays spent with her children, 8 grandchildren and 2 Labrador puppies. In-between, she loves to horse ride, hike, play paddle and has a mission to become fluent in Spanish.

An expert in the marketing sector, Domi Pettifar’s diverse background spans B2B technology, retail, consumer, and luxury goods. Her career highlights include working with renowned companies such as Oracle, IBM, SAP, Vodafone, EY, Mastercard, Nokia, Burberry, L'Oréal, and Nestlé. Domi has held notable roles, including Managing Director at Ogilvy Business, as well as numerous other leadership and agency positions where she built her expertise in marketing and brand strategy.

As Chief Marketing Officer at CGA, Domi is responsible for leading the business and marketing strategy, bringing her extensive experience and strategic insight on through-the-line marketing and brand development to the forefront of CGA's operations.

Domi is passionate about sustainability, music, theatre, and classic cars.

Graham has been with CGA since 2009 and has been instrumental in delivering successful national and international projects for many of our blue-chip clients in the rail, automotive, mobile network, financial services, professional services and public sectors. His landmark projects for CGA include Renault, Coca-Cola and ALJ.

Graham came to CGA after a long and illustrious career at top global brands including SG Johnson, Bosch Power tools and NXT Plc. Graham's ethos is to build immersive and high-quality relationships and he believes that deep partnerships, characterised by mutual respect and trust, deliver the best outcomes for clients and their customers. The work Graham does creates a customer experience roadmap that is both easy to relate to and practically deliver.

On a personal note ...

Graham is a keen fly-fisherman and a self-confessed tool nut who loves DIY projects around the house.

Helen Sell, Client Success Director at CGA, brings over 30 years of experience in leading customer experience (CX) transformation projects across the MENA region and the UK. She excels in CX program management, design thinking, and employee engagement initiatives. Her diverse industry experience includes retail, education, telecom, construction, real estate, leisure, oil and gas, government, travel, and banking.

Helen has held senior roles in research, marketing, training, and CX, and previously served as Regional Project Lead for CX transformations in the Middle East. She specialises in service design, CX strategy, customer insight, process optimisation, and cross-functional collaboration. Notable projects include work with Wataniya, Adnoc, and Atlantis in the Middle East, and Gibraltar International Bank in the UK.

Outside work, Helen enjoys sea swimming, teaching Business English, mentoring, and sailing across the Middle East and Southeast Asia.

With a background in pharmaceutical research, Joe has a forensic eye for detail and is a named author on multiple scientific papers extracting and disseminating key learnings from complex data sets.
Joe’s specialist areas include data analysis, data management and data visualisation. Joe's ability to listen to the customer voice in order to deliver insights that drive change throughout the customer experience, is second to none.
Joe has a first-class BSC (Hons) Biological Sciences degree from the University of Plymouth.
On a personal note …

Alongside family life and playing for a local cricket club, Joe's spare time is currently spent completing a part-time PhD investigating how meteorological factors may have facilitated the arrival of insect species from continental Europe to the UK.

Katie is a highly experienced senior leader, facilitator and coach in the field of Business Improvement & Change Management with a strong focus on putting the customer first.

She has led Customer Experience/Journey Mapping programmes which have enabled her to combine a passion for outside-in thinking, the people side of change and continuous improvement.

With 25 years learning the hard-way what works and what doesn’t, she has used her experience to focus on pragmatic ways of helping teams solve business problems that deliver a better customer and employee experience. And by doing that, there is a flow-through to improved bottom line results.

As a trainer and facilitator she has delivered engaging workshops across the globe and believes that improvement starts with empowering individuals to perform at their best.

Leila is a highly organised, motivated, and collaborative individual with strong engagement and communication skills. She takes great pride in her accountability and demonstrates strong ownership in managing programmes..

Before joining CGA she worked in retail fashion at Burberry as a wholesale excellence coordinator in the brand commercial team, responsible for planning and co-ordination as well as managing client relations and supporting the commercial team.

Also in fashion, she has hands-on experience in operations at Roksanda, Ralph & Russo , Vivienne Westwood and Bad Denim.

Leila has a BA(Hons) International Business and Management with French and studied International Business in France, Canada and Spain.

Martina is responsible for business development and operations, ensuring the smooth running of CGA office and by providing effective and efficient administrative support.

Immensely organised and helpful, Martina provides significant client confidence and project certainty, skills she developed when previously working for one of Germany's leading kitchen producers and for Walt Disney Florida. At CGA, Martina has worked on voice of customer programmes for Avios, Inchcape, The Telegraph, TfL, RDG, ADNOC and Michelin and is accredited in using Qualtrics.

On a personal note...

Martina, loves to travel and enjoys the outdoors.

Mikki is an industry veteran with more than 20 years experience in marketing and customer experience at a range of government, not-for-profit and private sector institutions. She has been part of the CGA team since 2014, having previously been a client. She has worked on the Northern Rail, WorldRemit, LAL and Inmarsat projects for CGA.

Prior to joining the CGA team, Mikki worked in the education, retail and lifestyle sectors. As a practitioner with cross-sector international experience, Mikki has first-hand knowledge of the impact of the digital disruption on businesses. She helps her clients understand the problems they face and develops the solutions that will bring their customers into the heart of the business.

On a personal note...

Mikki loves travel, gardening and her crazy labradoodle, Buddy.

As Marketing Manager, Nicki raises awareness of CGA’s consultancy services.
From experience, Nicki knows the importance of listening to the customer and making them feel valued. She is therefore keen to ensure organisations know how CGA can help them foster a customer-centric culture.

Nicki has worked for over 20 years in marketing and communications, both within agencies and in-house working for tourism, education, local government and charitable organisations.

On a personal note..

Nicki has a love for adventure travel, having experienced diverse activities such as husky sledding, paragliding, dune bashing and heli-hiking. At home, you might find her on the tennis court or more sedately, reading a good book!

Nora is an experienced practitioner, with a strong background in customer experience, insight, service and proposition development, delivering successful outcomes across multiple industries in B2B and B2C.

Since joining CGA, Nora has utilised her skills and experience to deliver successful programmes. Firstly, she worked with Dudley Building Society, who wanted to retain their excellent and well-recognised customer experience, whilst ensuring their relevance in tomorrow’s financial world. She also worked with Inmarsat, a technology business struggling to maintain their position in an increasingly competitive marketplace, whilst still delivering for their customers. With both of these programmes, Nora became a crucial part of the CX function and played a major role in developing and embedding fit-for-purpose strategies.

Ollie Palmer is an experienced commercial leader with a strong background in the FMCG sector, particularly within the drinks industry. He has excelled in roles across Commercial Planning, Customer Marketing, Sales, and Net Revenue Management. Known for his commercial curiosity, analytical rigor, and empathetic leadership, Ollie has successfully built and led diverse teams in both enterprise and scale-up businesses.

Ollie's career includes significant time at Diageo overseeing the customer marketing for their Global Travel Division, where he honed his expertise before becoming Managing Director at Caleno, a Distil Ventures-backed brand. He is now the founder and Managing Director of Beyond the Label, a boutique agency specialising in scaling drinks brands.

Ollie is currently serving as an Advisor and Associate at CGA, focusing on the drinks industry vertical. His experience and deep insights into the FMCG and drinks sectors have been particular to CGA’s clients in understanding how cultural differences impact customer experiences.

In his spare time Ollie enjoys staying fit, traveling with his wife, and improving his cooking skills.

Sarah Hilton is an HR Advisor at CGA with a deep understanding of what drives people and how to motivate and support them in achieving their goals.

With experience spanning various industries, including advertising, property, technology, and travel, Sarah has held key roles such as Director of Culture, HR Consultant, and Chief Talent Officer. Her expertise in people management helps businesses build strong, motivated teams aligned with their strategic goals.

Outside of work, Sarah values her friendships and family and enjoys live music, theatre, and walking with loved ones.

Tracy is the heart of operational support at CGA, passionate about making sure that our customer experience is consistently excellent and constantly striving to ensure our effective operation of client projects.

She has worked at executive level for over 20 years in a wide range of industries including chemicals, advertising, recruitment and IT.
At CGA, Tracy handles a varied portfolio of tasks including the management of client projects, event organisation and internal communications. Tracy has worked on some of CGA's most significant projects for companies including Lakeland, Samsung, Devro and many more.

On a personal note...

Tracy enjoys the outdoors and going on long walks with her two lovely dogs.