James Coburn
About James Coburn
James Coburn serves as the Group Head of Customer Experience Strategy at Legal & General, where he has worked since 2018. He has extensive experience in customer experience roles, particularly within the retail sector, including significant positions at John Lewis and Old Mutual Wealth.
Current Role at Legal & General
James Coburn serves as the Group Head of Customer Experience Strategy at Legal & General. He has held this position since 2018, contributing to the company's focus on enhancing customer experience. His responsibilities include customer reporting for the Executive Committee and Board, ensuring that customer insights inform strategic decisions. Coburn also provides leadership and consultancy on customer vulnerability and the voice of customer program, aiming to improve customer interactions and satisfaction.
Previous Experience at Old Mutual Wealth
Before joining Legal & General, James Coburn worked at Old Mutual Wealth as the Customer Insights Manager from 2016 to 2018. In this role, he focused on understanding customer needs and preferences, which helped shape the company's customer engagement strategies. His tenure at Old Mutual Wealth provided him with valuable insights into customer behavior and market trends.
Career at John Lewis
James Coburn has extensive experience at John Lewis, where he held multiple roles over several years. He worked as a Section Manager from 2007 to 2009 and later as a Customer Service Manager from 2010 to 2011 in Kingston. He transitioned to John Lewis (Financial Services), serving as Customer Experience Manager - Sales & Service from 2012 to 2015, and as Customer Experience Lead from 2015 to 2016. His various positions allowed him to develop a strong foundation in customer service and experience management.
Education and Training
James Coburn studied at Westminster Kingsway College from 2000 to 2002. This educational background provided him with essential skills and knowledge that contributed to his career in customer experience and management. His training has been instrumental in shaping his approach to customer engagement and service delivery.
Background in UK Retail
James Coburn has a background in UK retail, with a particular focus on employee engagement and customer experience. His career has been characterized by a commitment to understanding customer needs and enhancing service delivery. This experience has equipped him with the tools to lead initiatives that prioritize customer satisfaction and engagement in various roles.