Julie has held a number of executive roles in which she has led and developed large teams whilst improving the quality of staff engagement and customer satisfaction. As Customer Services Director at Virgin Atlantic she was responsible for developing and implementing the branded customer experience that has been a key element of Virgin Atlantic’s distinctive style and commercial success. To do this she had to direct a global team of senior managers and 5000 staff and recognised that clarity of communication and understanding cultural sensitivities were essential in engaging the global teams that she led.
She passionately believes that positive relationships and team-work are key to business success and that organizations can lift their performance by developing a culture in which people feel engaged and enabled. At both Virgin and Legal & General, she led major programmes to strengthen staff motivation, inter-departmental collaboration and both internal and external customer service.
Julie has devoted her career to helping businesses succeed through their people. She moved into business coaching in 2008 and now uses a combination of facilitation and coaching skills together with her extensive business experience to help clients with strategic and revenue issues. She is also passionate about creating customer loyalty and understands what it takes to consistently deliver a differentiated customer experience, strongly aligned with the company’s overall strategy. Her clients have won awards for the change and development programmes that she has designed and delivered for them.
Her focus includes:
Executive and team coaching
Facilitating team effectiveness
Designing and delivering customer experience programmes
Workshop and conference facilitation
Julie studied the Psychology of Leadership, Change and Coaching with the CIPD and is a certified Executive Coach, a Licensed Insights Discovery Practitioner, a certified 360 feedback practitioner, and a Prince 2 practitioner.