John Evans
Head of Customer Experience and Campus Services
Attalens
Profil professionnel
Dynamic and results-driven leader in customer experience and loyalty, offering over 20 years of progressive management, service design, and client engagement expertise at IMD. Demonstrated ability to translate customer insights into effective strategies that enhance loyalty, elevate operational performance, and improve customer satisfaction. Committed to advancing sustainable business practices and continuously developing knowledge in ESG and innovation. Actively seeking a challenging opportunity to deliver measurable value and make a meaningful impact within a forward-thinking organisation.
Vue d'ensemble
33
33
years of professional experience
6
6
years of post-secondary education
Expérience
Head of Loyalty and Customer Experience
IMD
Lausanne, Singapore
09.2024 - 02.2026
- Led the institution's loyalty and customer engagement strategy.
- Strengthened client relationships through data-driven feedback systems.
- Created and managed relationship management system.
- Developed and executed a comprehensive loyalty and customer engagement strategy, driving measurable improvements in client retention and advocacy.
- Enhanced client relationships by implementing advanced, data-driven feedback, resulting in actionable insights and increased customer satisfaction.
- Designed, launched, and optimised an integrated relationship management system to streamline engagement and strengthen client partnerships.
Head of Customer Experience and Campus Services
IMD
Lausanne
01.2009 - 09.2024
- Designed and managed a customer experience metric based on NPS (Net Promoter Score),
- Customer insights used in the client engagement processes at both B2C and B2B level helping to create more impact.
- NPS process helped create a culture of continuous improvement
- Collaboration with Marketing on various executive education rankings including the financial times.
- Collaboration with IMD's accreditation department.
- Oversaw service transformation initiatives to enhance client satisfaction and efficiency.
- Introduced key performance metrics for experience management.
Information Center Manager
IMD
Lausanne
01.2001 - 12.2008
- Team management, including recruitment, training, staff supervision, as well as organising tasks and schedules.
- Coordinating the team's day-to-day activity, managing the schedule and allocating tasks.
- Coordinating the team's day-to-day activity, managing the schedule and allocating tasks.
- Managing a team of 8 librarians
- Setting individual objectives and measuring performance.
Librarian
IMD
Lausanne
09.1992 - 12.2000
- Welcoming the public and school groups, providing information about the operation and activities of the media library.
- Processing loan and reservation requests, sorting and shelving returned items.
- Monitoring the reading areas, ensuring calm and compliance with the internal regulations.
- Presenting industry research to IMD professors, programs and participants.
Formation
Attestation de formation professionnelle - Sustainability
Coursera
Virtual 01.2025 - 03.2025
Attestation de formation professionnelle - Sustainability
Coursera
Virtual 01.2025 - 02.2025
Attestation de formation professionnelle - Digital Strategy and Innovation
Massachusetts Institute of Technology
Boston 09.2016 - 10.2016
Attestation de formation professionnelle - Customer Experience
Satmetrix
London 10.2009 - 10.2009
Attestation de formation professionnelle - Mobilising People
IMD
Lausanne 03.2006 - 03.2006
Master - MBA
Open University
London 01.2001 - 06.2004
Master - MBA modules
Open University
London 01.2001 - 12.2001
Attestation de formation professionnelle - Professional Certificate of Management
Open University
London 01.2000 - 12.2000
Compétences
Strategic decision-making
Customer data analysis
Building high-performing teams
Customer journey optimization
KPI dashboards
Sustainability
Customer journeys
Digital transformation
Informations complémentaires
- Travelling
- Cooking
- Cycling
- Reading
- Music
- Concerts
- Passionate about Rugby
Langues
Anglais
Langue maternelle
Français
Courant
Italien
Notions
Allemand
Notions
Chronologie
Attestation de formation professionnelle - Sustainability
Coursera
01.2025 - 03.2025
Attestation de formation professionnelle - Sustainability
Coursera
01.2025 - 02.2025
Head of Loyalty and Customer Experience
IMD
09.2024 - 02.2026
Attestation de formation professionnelle - Digital Strategy and Innovation
Massachusetts Institute of Technology
09.2016 - 10.2016
Attestation de formation professionnelle - Customer Experience
Satmetrix
10.2009 - 10.2009
Head of Customer Experience and Campus Services
IMD
01.2009 - 09.2024
Attestation de formation professionnelle - Mobilising People
IMD
03.2006 - 03.2006
Information Center Manager
IMD
01.2001 - 12.2008
Master - MBA
Open University
01.2001 - 06.2004
Master - MBA modules
Open University
01.2001 - 12.2001
Attestation de formation professionnelle - Professional Certificate of Management
Open University
01.2000 - 12.2000
Librarian
IMD
09.1992 - 12.2000