Capita Appoints new Customer Management and People Solutions Leads

August 1, 20195min

UK Customer Experience Awards finalist Capita has appointed new leads for its Customer Management and People Solutions divisions.

The business services leader – which has been shortlisted for a number of categories at this year’s awards finals in London this October, including Team of the Year – has appointed Aimie Chapple as Executive Officer, Customer Management, while Chantal Free will join the firm as Executive Officer, People Solutions.

Both will take up their new posts in October.

Aimie worked for more than 20 years at Accenture, holding a series of senior positions, including UKI Chief Innovation Officer. She is a non-executive director of Learning Technologies Group.

“Capita is at a really exciting stage of its transformation, so this is a great time to come on board,” Aimie said.

“We are also in the midst of a new age in customer management, with advances in automation, AI, and data analytics, providing opportunities to serve customers with new insights. I’m passionate about helping develop and deliver these innovations for Capita’s clients, while also building on the expertise and outstanding service already being delivered by the customer management team.”

Meanwhile, Chantal joins from Willis Towers Watson, where she was Managing Director and Head of Human Capital and Benefits, Western Europe.


She said: “I am excited to be joining Capita and to have the opportunity to lead the company’s People Solutions division at this transformative moment. Capita offers an incredible range of human resources tools and capabilities to more than 6,500 private and public sector clients.

“I look forward to deepening Capita’s relationships with its existing HR clients and to helping them prepare for the challenges of the future of work.”

The pair join as Capita continues a very successful 2019 that has already seen the firm win titles including Best Customer Relations and Remediation at the UK Complaint Handling Awards.

Jon Lewis, Capita’s Chief Executive Officer, said: “We are delighted that two such highly respected and experienced figures as Aimie and Chantal have chosen to join Capita. They are joining the company in the second year of a multi-year transformation, and I am confident Aimie and Chantal possess the skills to help deliver the next phase of Capita’s growth. I look forward very much to working with them.”

Mark Cook will serve as interim Executive Officer, People Solutions until Chantal Free’s arrival. He has joined Capita from Investment Services Group, where he was Global Managing Director. Erika Bannerman, the former Executive Officer for People Solutions, has decided to leave Capita to pursue other opportunities.

Jon Lewis said: “I would like to take this opportunity to thank Erika for her commitment to leading our People Solutions division during the early stage of our multi-year transformation and, on behalf of Capita, to wish her well for the future.”


Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.

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