Jemma Ferris-Oates

Jemma Ferris-Oates is an experienced professional in customer journey management and change delivery, currently serving as Client Journey Manager at Irwin Mitchell since December 2021. Prior to this, Jemma held the position of Head of Customer Journey at Utility Point, where a new operational department was established to enhance customer centricity. Jemma's tenure at RNLI included roles such as Customer & Supporter Experience Delivery Manager, Change Delivery Manager, and Change Management Lead, with significant contributions to customer experience strategy and change management processes. Previous experience includes positions at B&Q, Borough of Poole, and Bournemouth Borough Council, focused on business change and project management. Jemma holds a BA Honours degree in Human Resource Management & Psychology from the University of Stirling.