Karl Brown

Karl Brown has extensive experience in customer journey management and research within the insurance and services sectors, currently serving as Head of Customer Journeys at Direct Line Group since March 2009. Previous roles at Direct Line include Customer Research Manager, Customer Relations MI Manager, Operations Support Manager, Project Manager, and Sales Manager, demonstrating a strong background in customer experience, management information, and operational support. Karl's earlier career includes leadership positions in telesales at Privilege and direct sales at British Gas, showcasing a consistent focus on customer service excellence and achieving sales targets.