Danielle Henry⁠, Director of Customer Care and Contact at ⁠John Lewis Partnership⁠, speaks with our CEO, ⁠Leigh Hopwood⁠ about her incredible career to date.

Danielle’s passion for problem-solving, as well as a constant curiosity and a focus on keeping people and customers at the heart of everything she does, has made her a pioneering leader with a lifetime of valuable experiences. In the discussion, Danielle:

• Emphasised the value of balancing reflection with forward thinking, using past experience to inform better decisions without being anchored by it.
• Progressed quickly by supporting others, moving into coaching and floor‑walking roles driven by a natural ability to help people succeed and improve how work gets done.
• Highlighted a deep interest in human behaviour, psychology and emotion, shaping a people‑first leadership approach that prioritises curiosity, inclusion and cultural awareness.
• Stressed the importance of staying close to customers, choosing the right battles, and relying on credible data – measuring the right things to drive meaningful outcomes.

Listen to the episode in full:

Listen to previous guests, including:

• Vicki Mercer, CAF Bank
• Don Haddaway, Artisiam
• Kirk Bradley, Head of Operations, Bupa
• Brenda Beavon, Customer Services Solutions Director, ArvataConnect
• Jon Hall, Customer Experience Manager, Fibrus
• Hannah Ratcliff-Barnes, HSBC
• Rachel Hulme, Head of Operations, Liberata
• Michael O’Brien, First Customer Contact
• James Wilson, Barclays Customer Care

Don’t miss future episodes of season five!