Ian is responsible for driving a programme of continuous measurement and improvement under the Customer 1st banner. Through the implementation of innovative measurement methodologies such as the OMI (operational measures index) and proving it's link to customer satisfaction measurement (through the CSI ' customer satisfaction index), SDG are able to clearly identify the priorities for improvement in their customer journey to the benefit of customer, employee and shareholder.

Ian's team also manages Customer 1st Aid ' a closed loop customer issue resolution process. Customer 1st Aid enables any employee within the organisation who identifies something that is detrimental to the organisation, to have the ability to make a difference. Through a network of business champions, all issues raised are either resolved, corrected or responded to ' in three years, 15,000 raised issues have delivered over '10 million of incremental benefit to the organisation. Customer 1st Aid recently won a UK Customer Experience Award for retail.

A certified Lean Six Sigma Master Black Belt, Ian was recruited into Shop Direct Group (SDG) 5 years ago to assist in the deployment of Six Sigma and Lean methodologies. Prior to joining SDG, Ian's involvement in business improvement spans a ten year period at Brakes Foodservice, Liberata, GE Reinsurance and GE Commercial Finance. Ian is also an experienced asset based lender, having worked for RBS and Deutsche Bank.