Jaime has many years experience leading customer service operations and customer experience improvement teams and programmes for leading UK brands. As Head of Customer Insight and Improvement at Orange, he established the organisation’s first customer experience function and played a leading role in helping the company to top the JD Power customer satisfaction awards six years running. As Customer Experience Director at Barclays Bank and Vertex, he led teams to design and implement enterprise-level case management, quality assurance, customer insight and performance management systems.