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Jan Richards

Jan Richards

Head of Customer Experience, Irish Life

Jan Richards

Jan is Head of Customer Experience at Irish Life; a member of the CCO leadership team, leading a CX Centre of Excellence driving and executing Irish Life’s ambitious customer experience strategy. Jan was previously Head of Insights & Planning at Dublin Airport, leading the research, insights and CX Programme. Dublin Airport was joint winner in the European Airports category of airport service quality awards 2018. Previously, Jan has run her own research company, worked as a strategic brand planner and spent 14 years working for DDB Worldwide, part of the Omnicom Network.


Jan is a Board member of CXPA Ireland (Customer Experience Professionals Association), and recipient of CX Person of the Year 2019, CX Impact Awards. Jan also received in 2019 the CXPA Worldwide Extra Mile Award. Jan is also proud to be Chairwoman of the Dublin WellWoman Board.