Guardian News and Media
Head of Retention and Customer Experience
Chair of the DMA Contact Centre Council
Ben Lappin joined Guardian Media Group as Head of Customer Experience in January 2017 following three years with News UK leading contact centre transformations for The Times and Sunday Times and The Sun. Prior to that account and operational director level leadership roles in contact centre outsourcing for Parseq, Spokenfor, and Telegen.
Ben joined the DMA Contact Centre Council in 2017 and became Chair in 2019.