Coinciding with Customer Service Week, the UK’s largest independent travel agent has appointed customer experience expert Sue Bradley to drive forward its strategy and maintain Hays Travel’s long-held reputation for delivering customer excellence.

The Head of Customer Experience is a new role within the Hays Travel group and Sue will be a member of its Senior Leadership Team. 

Prior to joining Hays Travel Sue was Director of Customer Experience Delivery at TUI UK and Ireland, where she was responsible for TUI’s end-to-end design and delivery of the TUI customer experience strategy.

Jonathon Woodall-Johnston, Chief Operating Officer of Hays Travel: “Throughout our 45-year history we have always put the needs of our customers at the heart of our business.

"We identified that dedicated leadership would help us take our customer experience strategy to the next level and ensure we retain our reputation for delivering exceptional customer care.

"This is a critical role that is key to supporting the future growth of the business and aligning with our broader strategic initiatives.”

As well as embedding a customer-first culture across the Hays Travel group, Sue will play a significant role in the development and evolution of selling systems to enhance customer experience and colleague effectiveness.

She will also manage Hays Travel’s relationship with the Institute of Customer Service, ensuring alignment with best practices and industry standards.

Sue Bradley said: “I'm delighted to be joining Hays Travel as Head of Customer Experience.

"Hays has an incredible reputation for putting customers at the heart of everything they do. I feel privileged to be stepping into this role and working with the team on enhancing the customer journey at every stage.

"I want to make sure that every interaction is not only seamless, but also reflects the warmth, care and trust that Hays Travel is known for.

“For me, travel is about creating experiences and memories that last a lifetime. I'm looking forward to working with colleagues across the business to build on Hays Travel’s fantastic foundations, bringing fresh ideas and innovations, while keeping the personal touch and independent advice Hays is known for.

“This is a new chapter I'm really proud of and I can't wait to get started!”