Andrew McMillan is a leading authority on customer experience, employee engagement and leadership. Drawing on his 28 years with the John Lewis Partnership, he helps organisations connect culture, purpose and performance to create exceptional results.
Andrew McMillan is a renowned business consultant, speaker and author specialising in customer experience, employee engagement and leadership culture. Drawing on a distinguished 28-year career with the John Lewis Partnership, Andrew demonstrates how authentic leadership and a shared sense of purpose can transform organisations into trusted, high-performing brands.
Andrew began his career as a management trainee at John Lewis Partnership’s Brent Cross branch before progressing through a series of senior leadership roles. His early success in sales management led to his appointment as Head of Customer Experience for the Department Store Division.
In this role, Andrew helped develop John Lewis’s market-leading, customer-driven culture, a hallmark that has become synonymous with the brand. Working with 30,000 customer-facing partners across 26 stores, he established values-based service standards that fostered loyalty, advocacy and trust. Under his guidance, John Lewis became one of the UK’s most admired retailers, consistently winning awards from Which?, Verdict and Retail Week for customer satisfaction and brand excellence.
Following his tenure at John Lewis, Andrew became Principal Consultant at a City-based firm, where he advised a wide range of organisations in both the private and public sectors. His projects have included redesigning adult social care services for Plymouth City Council, an initiative that went on to win a national award, and supporting NHS Trusts and local authorities to enhance patient and citizen experience through purpose-led service design.
He is now Principal and Founder of Engaging Service, a consultancy dedicated to helping organisations connect employee engagement with exceptional customer experience.
Andrew’s delivery is engaging, warm and thought-provoking. Blending storytelling with practical insight, he challenges audiences to rethink how leadership, communication and culture drive customer experience. His sessions are highly interactive and tailored to each client, often developed collaboratively to reflect the…
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