Practice Leader: Jonathan Mindell: Customer Experience


  • Customer & Client Strategy
  • Aligning Business Operating Models to Profitable and Positive Customer Experience (CX)
  • Co-Creator of Customer Needs Solution (CNS)
  • Board Adviser and C-Suite Mentor, focussing on Customer Experience


Jonathan is the co-creator of the Customer Needs Solution approach and methodology that has been adopted internationally across a wide range of commercial, public- and third-sector organisations in Finance & Insurance, Travel & Hospitality, Media, Retail and other verticals. He has spoken at both industry and internal company events on CX and transformation topics.  In his corporate roles he has been responsible for significant customer-centred business transformation. Jonathan is a Certified Customer Experience Professional (CCXP).

Employment History/Qualifications

Jonathan is CEO of ICG London. Previously he was founding Partner at iCustomer and before that Senior Partner at Mercer for 6 years.  Prior to his consulting roles, he enjoyed a number of executive appointments in multi-national companies including Marks & Spencer, Prudential, Citibank and Bupa.  Jonathan has an MBA from the London Business School.

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Practice Leader: Raana Walker: Programme Delivery

More than 20 years of programme delivery experience working with the largest blue chip organisations in New Zealand, Australia and the UK. Leading some of the largest divestment and integration programmes of their time, Raana has established and lead multi-disciplined teams delivering programme and project management capabilities supporting the full delivery lifecycle.

Practice Leader: Alan Hui: Governance, Risk, and Compliance

A highly experienced, purpose and values led leader in governance, risk and compliance leadership and consulting roles. With a commercial business and customer outcomes oriented approach Alan has a track record of delivering results for clients and stakeholders.

Global Thought Leader: Stephen Hewett: Customer Experience

As a Fellow of the Institute of Consulting and Customer Expert, Stephen’s extensive work with commercial clients and with government has given him experience in a wide variety of industry sectors at Board, CEO and Executive Level.