Customer experience (CX) agency Lavender has bolstered its senior team with the appointment of Lachlan James as head of strategy.
James’s multi-disciplinary experience, including broad CX expertise with top-tier global clients, further strengthens Lavender’s CX positioning and commitment to helping its clients shape their organisations’ products and services around the behaviour and needs of current and future customers.
James recently returned to Sydney after eight years in London and New York where he worked across many of the world’s biggest brands, including American Express, Verizon, Chevron, O2, Vodafone, Virgin, Coca-Cola, Molson Coors Brewing Company, Nintendo and Rolls Royce.
Among his extensive achievements, he led the strategy behind Verizon’s category-disrupting transformation to ‘Powerful Answers’, shifting the Verizon brand from utility to an innovation powerhouse, and went on to help a dedicated product development practice focused on creating new products aimed at solving broader societal problems and enhancing the customer experience.
Lavender founder Will Lavender said: “With core expertise in digital, communications and product strategy, Lachlan bridges the divide between marketing strategy to new product development and innovation. His customer-centric approach to strategy and his passion for CX is exactly what we were looking for in filling this important role and I have complete faith in him to build a strong team around our CX positioning.”
James added: “I am a big believer in the need to take a more holistic approach to customer experience strategy to best reach and engage customers and generate ongoing profitable behavioural change. With that in mind, I’m excited to be joining an agency with the true skill set to deliver formative CX. Lavender’s five core services of consulting, data, creative, technology and delivery create a unique tool kit with which we can tackle any business problem from any angle.”