About the juror
Experience brought to the panel
James Scutt is a senior customer experience leader who brings extensive experience leading enterprise-wide CX strategy and transformation, having previously directed national customer experience across 11,500 branches at Post Office Ltd. His background spans experience management, customer advocacy, employee experience strategy, and operating model design across complex global and national organisations. As a judge, he brings board-level advisory experience, deep operational knowledge in customer-first culture transformation, and an understanding of commercial ROI in CX.