Independent customer experience (CX) agency Lavender has announced two key senior appointments as it continues to expand its CX capabilities.
Experienced marketing strategist Linda O’Grady has joined the agency as business head on the Westpac Group account, and Jamie Parfitt has joined Lavender’s strategy team as senior strategic planner.
O’Grady brings with her a strong background in marketing strategy, service operations and change management, having consulted to a number of organisations including Woolworths Liquor, Diageo, IAG, Suncorp (GIO), Citibank, HSBC and Australia Post.
At Lavender, she will be tasked with leading and developing the teams partnering with Westpac Group, as the agency continues to invest in broader CX capabilities across consulting, data, technology, customer experience and service design.
Parfitt was most recently a strategic planner at full-service agency Richards Rose, working on clients such as Mitsubishi, RAMS, Stan, Perpetual and Beiersdorf (Nivea, Nivea Men, Elastoplast).
He will work across a number of Lavender’s clients, including American Express, Stockland and Royal Automobile Association.
Lavender CEO Roy Capon said: “FY17 was one of the best years in our 20-year history, with strong 30 per cent growth year-on-year.
“This reinforced the market support for our strategy – broadening our capabilities in experience and service design, resetting the strategic and data functions and attracting the best talent we can find in Australia.
“Both Linda and Jamie bring deep experience, skills and thinking that are essential to our mission to deliver customer-centred products, services and communication that add value to our clients’ customers. Culturally, they’re a perfect fit for the agency.”
Commenting on her appointment, O’Grady said: “Lavender’s commitment to build and grow its CX capabilities was a big drawcard for me, particularly as it’s something that doesn’t exist clearly in this market yet.
“It’s rewarding to be part of a team that is providing a tangible service that stands to make a huge difference to our clients’ business.”