Gillian Mackay leads consulting services in MaritzCX APAC region and works with clients to
drive business success through designing and delivering impactful and sustainable customer
experience programs. Gillian brings over 20 years of experience in customer experience and
research across both the agency and client sides. Gillian brings thought leadership to
organisations around best practice in customer experience programs and has a passion for
bringing voice of customer into business decision making. Gillian is an experienced certified
Net Promoter practitioner, and has designed and implemented successful customer
advocacy programs and shared learnings and best practice internationally.

Before joining MaritzCX, Gillian designed, implemented and led the voice of customer
program at Insurance Australia Group, Australia and New Zealand’s largest insurer. During
her time at IAG, Gillian delivered a customer experience program across IAG’s Asian
businesses. Gillian also has extensive client-side experience in the telecommunications and
media industries. During her time on the research agency side, Gillian managed large scale
customer satisfaction programs on behalf of clients such Qantas, Chrysler Jeep, iiNet and
AAPT. Gillian has a MA from the University of Glasgow, postgraduate from University of
Leicester, and holds a Market Research Society Diploma.