Jo Eighteen (MBA, CCXP)

Inquirer
DISC Type : cd

Head Of Customer Experience at Biffa

Wokingham, England, United Kingdom

Overview

Jo is a customer experience leader with over 25 years of expertise in the waste, automotive, and finance sectors. A certified Lean Six Sigma Black Belt and CCXP, she drives business change and customer retention at Biffa. She holds an MBA from Strathclyde Graduate Business School and is described as collaborative and innovative.

Beyond her professional focus, Jo is a passionate advocate for employee development and wellbeing. She is an active member of Biffas menopause champions network, demonstrating a commitment to creating a supportive and inclusive workplace environment for her colleagues.

She is serving as a judge for the prestigious UK Excellence Awards in 2026.

Personality Overview

Demanding

Upfront

ROI Conscious

They focus on objectivity in a pitch and pay little attention to bells and whistles.  They care equally about the product and its potential impact. They respond well to confident salespeople.

Topics They Care About

CX Excellence
Her career is dedicated to customer experience, underscored by her CCXP certification and speaking engagements on the topic.
Customer Retention
She is presenting a case study at a 2025 summit on how Biffa improved customer retention processes and CSAT scores.
Organisational Excellence
Serves as a judge for the UK Excellence Awards, showing a commitment to recognizing and fostering business best practices.

Media Appearances

Jo has no verified media appearances

Work History

10-2020
Head Of Customer Experience at Biffa
11-2019 - 10-2020
Customer Experience and Business Change Director at BCA FLEET SOLUTIONS LIMITED
6-2019 - 10-2020
Head Of Implementation & Business Change at BCA FLEET SOLUTIONS LIMITED
3-2018 - 11-2019
Head of SME Operations at LeasePlan UK
12-2017 - 3-2018
Head of Customer Services (Front Office) at LeasePlan UK

Education

2000 - 2004
Master of Business Administration (M.B.A.) from Strathclyde Graduate Business School
1992 - 1996
Master of Arts (M.A.) from The University of Edinburgh

More Information

Social Presence :

Prographics :

Exp : 21 Location : Wokingham, England, United Kingdom Job Level : Mid-senior Designation : Head Of Customer Experience at Biffa
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Insights For Selling To Jo

During A Call Or A Meeting

DO's

  • Stress on the business value that your product offers
  • Get to the point quickly instead of spending too much time on pleasantries
  • Be crisp while making the pitch

DONT's

  • Refrain from asking too many questions
  • Do not give up if they are not convinced, try again with a different approach
  • Avoid long winding pitches, stay objective

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Jo is

  • Confidence in the product plays an important role, followed by powerful testimonials.
  • Will you ever get a clear answer from Jo

  • They might hesitate a little, but they will say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Jo move?

  • They are neither the fastest decision makers nor the slowest.
  • Can Jo take some risk or not?

  • Once they have analyzed the pros and cons, they can take some risks.

You And Jo

Personality Compatibility


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