As customer experience (CX) becomes a key competitive differentiator, organizations are increasingly investing in leadership that can bridge strategy, technology, and execution. For Customer Science, that next step comes with the appointment of its first Chief Operating Officer.
The Sydney-headquartered firm has named James Johnstone as Chief Operating Officer, a newly created role designed to strengthen operational delivery and support the company’s expansion into international markets.
A Strategic Role Focused on Growth and Execution
Johnstone’s appointment reflects Customer Science’s transition from a strong domestic player to a company preparing for global scale.
As COO, he will oversee operations and go-to-market strategy, aligning consulting services, technology capabilities, talent, and product offerings into a unified execution model.
He will also work closely with CEO Todd Gorsuch to support expansion into the United States and United Kingdom—both identified as high-priority markets due to their maturity in CX advisory and demand for advanced digital transformation solutions.
These markets are seen as strong opportunities for exporting Australian-developed CX innovation, particularly in areas combining AI capabilities with human-centered design.
Bringing Deep Consulting and Technology Experience
Johnstone joins Customer Science with more than 20 years of experience across consulting and enterprise technology.
Most recently, he spent time at Cisco as a contact center specialist account executive. Prior to that, he held roles at Datacom, Hewlett Packard Enterprise, Fujitsu, and worked with Microsoft in a contract capacity.
His background spans large-scale transformation programs, customer experience strategy, and enterprise solution design—capabilities that align closely with Customer Science’s service model.
Notably, Johnstone has previously collaborated with Customer Science, giving him firsthand insight into the company’s approach and value proposition.
Supporting Clients Through Complex Digital Shifts
In his new role, Johnstone aims to go beyond traditional advisory, focusing on delivering practical, outcome-driven transformation.
He emphasized the importance of helping organizations navigate digital change effectively, ensuring that technology adoption translates into measurable improvements in customer experience and operational efficiency.
His approach reflects a broader industry shift, where enterprises are looking for partners that can combine strategy with execution, rather than offering standalone consulting services.
Enabling Sustainable and Scalable Growth
According to Gorsuch, the appointment is key to ensuring Customer Science can scale responsibly while maintaining high-quality outcomes for clients.
The company has developed a model focused on not only delivering results but also transferring knowledge, processes, and intellectual property to clients—helping them sustain long-term benefits.
Expanding this model into international markets is a core part of the company’s strategy, particularly as global demand grows for independent, high-value CX advisory services.
Building on a Strong Market Foundation
Customer Science currently works with over 300 clients and collaborates with more than 50 industry partners, supporting organizations across sectors such as public services, healthcare, and enterprise operations.
Its work impacts service delivery for millions of users, reinforcing its position as a key player in the CX and digital transformation space.
Positioning for Global CX Leadership
The appointment of a COO marks an important milestone in Customer Science’s evolution—from a regional specialist to a company aiming for global influence.
With Johnstone leading operations and go-to-market strategy, the company is positioning itself to scale its capabilities internationally while maintaining a strong focus on delivering human-centric, technology-enabled experiences.
As enterprises continue to navigate increasingly complex digital environments, leadership moves like this highlight the growing importance of operational excellence in driving successful transformation.