Andrew McMillan

Former Head of Customer Services at John Lewis, Conference Speaker & Facilitator & Director of Engaging Services

Andrew McMillan’s Biography:

Andrew McMillan is a renowned authority on customer experience, celebrated for his captivating presence and insightful delivery as a speaker. Known for his warmth, wit, and ability to engage audiences of all levels, Andrew translates complex ideas into relatable, actionable messages. His talks are filled with real-world examples, offering a balance of inspiration and practical guidance. Whether addressing business leaders or frontline teams, he motivates listeners to reimagine how they build loyalty, culture, and excellence within their organisations.

Andrew’s early career began at John Lewis, where he served as Manager of Customer Service. During this time, he helped shape the company’s famous reputation for exceptional client care and its deeply embedded service culture. His experience at John Lewis provided him with invaluable insights into how a strong internal culture directly drives customer satisfaction. These formative years equipped him with a unique understanding of leadership, teamwork, and the customer journey, forming the foundation for his later success as a consultant and thought leader.

Today, Andrew is the Director of Engaging Service, a consultancy specialising in helping organisations deliver outstanding customer and employee experiences. Through his leadership, he has supported a wide range of businesses in aligning their service strategies with their brand values. Alongside his consultancy work, Andrew has chaired and judged several prestigious panels, including the CX Solutions Summit and the LawNet Awards.

Among his many achievements, Andrew is recognised for his lasting impact on the field of customer experience. His ability to combine strategic thinking with practical application has made him a trusted advisor to both established companies and growing enterprises. By fostering meaningful connections between employees, leaders, and customers, Andrew continues to inspire organisations to create service cultures that drive long-term success.

Why Hire Andrew McMillan?

Andrew McMillan is a sought-after speaker for organisations aiming to elevate their customer and employee experience to new heights. Drawing on decades of hands-on leadership and consultancy experience, he brings authenticity, insight, and clarity to every event. His talks blend strategic thinking with practical application, giving audiences proven tools to improve client engagement, build stronger teams, and create service cultures that inspire loyalty. Andrew’s approachable style and storytelling ability ensure his sessions resonate with diverse audiences, from senior executives to operational teams, making complex concepts accessible and memorable.

Organisations choose Andrew because he delivers more than inspiration—he delivers lasting impact. Having presented at leading global conferences, corporate summits, and academic institutions, including Henley Business School, Cranfield School of Management, and the Saïd Business School at the University of Oxford, he offers unparalleled expertise in linking business strategy to customer experience. His sessions empower leaders to view service excellence as a competitive advantage, helping them foster alignment between vision, culture, and customer outcomes. Andrew’s engaging presence, credibility, and focus on actionable results make him an exceptional choice for businesses seeking to drive meaningful cultural and commercial transformation through better customer and employee relationships.

Andrew McMillan’s Career Highlights:

Here are some of the key milestones that define Andrew McMillan’s extraordinary career:

• 2025 – Celebrated 28 years as a keynote speaker, marking nearly three decades of inspiring global audiences with insights on customer experience, leadership, and organisational culture transformation.
• 2023 – Chaired the CX Solutions Summit panel, leading discussions on innovation and best practice in customer experience.
• 2023 – Served as Judge for the Excellence in Client Care Award at the LawNet Awards, recognising outstanding service across the legal profession.
• 2016 – Acted as Judge for the Virgin Atlantic Customer Experience & Loyalty Award, evaluating global standards in customer engagement.
• 2012 – Appointed Director of Engaging Service, helping organisations build strong service cultures and customer-centred strategies.
• 2008 – Became Principal Consultant at Charteris, advising clients on business transformation and customer experience excellence.
• 2007 – Chaired the Customer Experience Committee for the British Council of Shopping Centres (BCSC), influencing national standards for retail service.
• 2000 – Managed Customer Service at John Lewis, helping to shape the retailer’s renowned reputation for quality and trust.
• 1998 – Promoted within John Lewis for his leadership in embedding service excellence across multiple departments.
• 1995 – Joined John Lewis’s customer service team, gaining firsthand experience of frontline service delivery and team leadership.
• 1990 – Began his career in retail, developing a strong foundation in client interaction, communication, and service standards that later defined his professional path.