Hodge appoints John Connolly as head of customer experience
John Connolly has been named as Hodge’s new head of customer experience. John will lead the new customer experience function at Hodge and will be instrumental in driving the business forward from a customer perspective.
John will work in the new retail banking division which encompasses the lending, savings and customer service functions at Hodge and will report into Matt Burton, Hodge’s group retail director.
John has been working with Hodge since 2018 in a number of roles, including supporting the transformation of our operations function and supporting with the development and delivery of our People strategy. More recently, John has led on colleague experience before taking up this new role and has been instrumental in enhancing our employee value proposition and delivering key training and development initiatives across the business.
Prior to joining Hodge, John worked for 18 years at British Gas, across a range of operations and customer service leadership roles. As well as leading the development of the Smart Metering Operations function in Cardiff, John also led the Innovation and Best Practice function, which helped develop British Gas Cardiff into an award-winning centre of excellence across the UK.
Group retail director, Matt Burton said of John’s appointment: “I’m really pleased to appoint John in this role, his extensive experience in customer-centric roles, means John is the ideal candidate to help develop the customer experience and service offering at Hodge for both our customers and brokers. At Hodge we genuinely strive to put our customers at the centre of everything we do, it’s part of our DNA as a business. John’s appointment will give this increased focus and energy, to ensure we are consistently giving our customers the best possible experience when they engage with Hodge.”
Commenting on his appointment, John said: “I am delighted to step into this new and exciting role at Hodge and look forward to working with our colleagues, our customers and brokers to set out a clear plan to transform the experience we offer to our customers at Hodge.”