Charlotte Jones
About Charlotte Jones
Charlotte Jones serves as the Global Head of Customer Service at The Economist, a position she has held since 2019. Previously, she worked at The Walt Disney Company, where she led significant projects in customer service and operations across EMEA.
Current Role at The Economist
Charlotte Jones serves as the Global Head of Customer Service at The Economist, a position she has held since 2019. In this role, she oversees customer service operations on a global scale, focusing on enhancing customer experience and service delivery. Her responsibilities include implementing strategies that improve customer interactions and streamline service processes.
Previous Experience at The Walt Disney Company
Prior to her current role, Charlotte Jones worked at The Walt Disney Company from 2011 to 2019. She held two key positions: European Operations Coordinator and EMEA Direct to Consumer (D2C) Guest Services Manager. In her role as Guest Services Manager, she led a significant CRM migration project for shopDisney markets in EMEA, transitioning from RightNow to Zendesk. She also developed a self-service strategy and revamped business reporting.
Background in Language and Education
Charlotte Jones has a strong educational background in languages. She studied at Cardiff University, where she earned a Bachelor of Arts (BA) in French Language and Literature from 2007 to 2011. Additionally, she studied French at Francophonie for 11 months in 2010, further enhancing her language skills.
Experience at British Council
Charlotte Jones worked as a Foreign Language Teaching Assistant at the British Council for eight months in 2009 to 2010. This role contributed to her expertise in language education and communication, which she has applied throughout her career in customer service.
Achievements in Customer Service Management
Throughout her career, Charlotte Jones has implemented various initiatives to improve customer service operations. She successfully managed a vendor migration to a centralized near shore vendor, which positively impacted customer experience. Additionally, she introduced advanced quality control and training systems, reduced operational costs, and achieved budget savings through contract changes.