Jane Palmer
Jane is a change management consultant and trainer specialising in the fields of leadership, customer service and sales. She has over ten years’ experience of scoping and managing training and change projects on behalf of major clients and has been an associate of smith+co for the past four years.
She has been involved in a number of customer experience programmes, including the creation and implementation of a customer promise for a major retail organisation, where she trained 50 ‘Promise Supporters’ to lead the training cascade that would ultimately reach 130,000 people. She also led the design and implementation of development programmes for 500 senior leaders and 10,000 department managers.
Jane has a wide range of experience in many sectors including financial services, retail, support services, leisure and hospitality, where one of her most recent projects was the implementation of a new sales training programme and customer-focused process improvement system for the European division of a global hotel chain.
Previously Jane was a senior consultant with Forum Europe’s Customer Experience practice, where she led client projects to improve the sales and service experience offered to their customers.