Customer Science appoints James Johnstone as inaugural COO

Sydney-headquartered customer experience and digital transformation company Customer Science has appointed James Johnstone as its inaugural chief operating officer.

Johnstone will be responsible for ensuring the organisation delivers measurable, customer-led value as it scales, the company said, leading the company’s operations and go‑to‑market.

In addition, he will work closely with Customer Science chief executive Todd Gorsuch to plot the company’s expansion into the US and UK, which it views as tier-one market opportunities for its services.

Johnstone joins Customer Science with more than 20 years of business development, consulting, sales, marketing and account management experience.

Most recently, he was an account executive at Cisco where he led new business development for large opportunities.

Previously, he also worked for more than nine years at Datacom in several CX technology and operations roles, as well as holding roles for HPE, Fujitsu and Microsoft.

“My long-standing partnership with Customer Science in my previous companies has shown me the immense value this team provides to Australian public and private sector enterprises,” Johnstone said. 

“I am thrilled to officially join and lead the Australian operations at a time when the intersection of technology and human experience has never been more critical. With over two decades of experience leading complex transformations, I intend to provide our clients with more than just strategy."

“James Johnstone’s appointment will now enable Customer Science to further scale sustainably and safely for our clients.  His deep industry knowledge, innovative thinking and solution design will enable our clients to innovate, ensuring they have the best outcomes and ongoing benefits to their enterprises," said Gorsuch.

“At the same time, our model of achieving results and transitioning IP and processes to organisations to lock and sustain benefits is working well. Adopting this model in other markets will enable us to expand these services globally. Indeed, we’ve now optimised service delivery for some of Australia’s largest institutions, affecting the daily experiences of millions of citizens and customers.

"Our plans for expanding beyond Australia isn't just growth for growth's sake, it’s a response to a market that is hungry for proven, independent expertise in an increasingly complex service tech landscape.