Havas CX Helia, the lead UK agency in the global Havas CX network, has created the role of customer experience strategy director and handed the job to Marketing Store head of experience Jennifer Clinehens.
Over a three-year period, she created, defined and led the agency’s UK CX practice, working across clients including Marks & Spencer, Vue Cinemas, adidas, O2 and, most notably, McDonald’s, transforming its customer experience across the UK, North America, Europe and the Middle East.
Clinehens is also the author of bestselling books CX That Sings: An introduction to customer journey mapping and Choice Hacking: How to use psychology and behavioural science to create an experience that sings.
In this new role, she will lead Helia’s CX strategy and planning capability, working across the client portfolio including its two largest accounts, Lloyds Banking Group and Compare The Market.
Working alongside London head of strategy Lucy Halley, Clinehens will also help bolster CX capabilities across the wider agency, including in customer journey mapping, behavioural science, algorithm development, marketing analytics, UX, UI and AI development and marketing technology.
Her appointment follows the October launch of Havas’ dedicated customer experience division, Havas CX. The group brings together more than 1,200 people from 20 of Havas Creative’s global agency groups and local agencies, plus additional specialists from across the Havas network, under a common structure, governance, methodology and mission.
Fostering integration between these agencies and individuals, it aims to combine the power of rich insights, user-centric technology and experience-led design to transform business performance for its clients and partners.
Before joining The Marketing Store, Clinehens was planning partner at Track CRM (now part of DDB Sydney), where she led experience and CRM planning on Westpac, and spent five years client-side at AT&T in the US, in senior roles spanning innovation, CRM and customer experience.
Halley said: “It’s taken a long time to find the right person for what is a crucial role, and we’re delighted to welcome Jen on board. She boasts a huge depth of CX knowledge, a proven track record in establishing and growing best-in-class customer experience capabilities within agencies and for big brands, and the kind of entrepreneurial spirit and unique perspectives that I have no doubt will bring out the best not just of Havas CX helia, but of the Havas CX network more widely.”
Clinehens added: “Joining Havas CX Helia means getting to work with a smart and dedicated group of folks doing world-class customer engagement for some of the world’s most innovative brands. In my mind, these opportunities are built on the agency’s strong reputation and its diversity in location, skills, and thought, brought together across the entire Havas network through its wider CX proposition.
“That unique combination of technology, data, brand, customer insight and customer experience expertise are a potent mix. It’s an exciting time to be joining, and I’m looking forward to what the future holds.”
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