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Introducing CX Leader 2019: Jan Richards

While shortlisted candidates across 14 categories will have to wait until the night of the Irish CX Impact Awards 2019 ceremony on Thursday, November 7th, at Croke Park to find out if they are successful, one recipient has already been named.


Jan Richards will receive the CX Leader 2019 award in recognition of her significant contribution to the CX process.


Jan Richards - Head of Insights & Planning, Dublin Airport

Since 2014, Jan has been responsible for managing the significant Dublin Airport Insights & Research programme, Voice of the Customer/Employee programme, brand positioning strategy & measurement, and has played a key role in developing and launching an organisational values programme that now has over 100+ Values Ambassadors.


Passenger growth at Dublin Airport during 2018 increased by over three times the European average, every month since was the busiest on record until recently, and growth is forecasted to continue.


Jan is a founding member of CXPA Ireland, contributing to the development of the CX profession in Ireland together with the CXPA Ireland committee, working hard to increase resilience in the face of AI/chatbots, data analytics developments and many other challenges that make up part of CX.


Jan began her career as an Account Director in BMP London where she worked closely with John Webster.


After 7 years in the company she was moved over by the DDB network to Owens DDB Dublin where she led the global advertising tender for the Tourism Ireland worldwide advertising account (which the company won against London agencies such as Saatchi’s, Lowe Howard Spink & Leo Burnett).


For the past 12 years, Jan has also been Chairwoman of Dublin Well Woman, playing a major role in the advancement of women’s sexual health in Ireland, including building the Dublin Well Woman business strategy.


Jan regularly speaks at CX conferences all over Europe and has recently been appointed to the CX Network advisory board.

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