Inaugural Chief Operating Officer Appointment Will Support Company’s Goals for International Expansion into the UK and US Markets
Sydney-headquartered customer experience and digital transformation company, Customer Science, has announced the appointment of James Johnstone as the company’s inaugural Chief Operating Officer.
Based in Sydney, Johnstone will be responsible for translating Customer Science’s strategy into exceptional outcomes for clients, ensuring the business consistently delivers measurable, customer‑led value as it scales. He will lead the company’s operations and go‑to‑market, integrating consulting, technology, people and products to help customers realise their CX, service and digital ambitions. With a strong focus on operational excellence, partnerships and sustainable growth, Johnstone will work closely with clients, partners and the market to ensure Customer Science remains a key advisor, innovator and execution partner
In addition, Johnstone will work closely with Customer Science CEO, Todd Gorsuch, to chart the company’s expansion into the US and UK markets which the company views as tier one market opportunities for its services. Both share a sophisticated demand for high-end advisory services, a common ‘service language’ and present a significant opportunity to export Australian-grown CX innovation with considerable appetite for proven, scalable AI and human-centric design.
Johnstone joins Customer Science with more than 20 years of business development, consulting, sales, marketing and account management experience. Most recently, Johnstone was an Account Executive at Cisco where he led new business development for large opportunities introducing a new level of governance, stakeholder engagement, and partnerships that have positioned Cisco to achieve double-digit growth in the next year. Previously, he worked for more than nine years at Datacom in several CX technology and operations roles, including as Director – Specialist Sales, Associate Director – Managed Operations Presales, and Head of Project & Commercial Services.
Prior, he worked at HPE for more than five years in several roles, including as Support Manager during which time he was accountable for pricing, financial management, operational delivery, and strategy for technical support across seven different contracts for HP’s South Pacific Communication & Media Solutions business. Earlier on in his career, Johnstone worked at Fujitsu as Problem Manager and at Microsoft as an Escalation Specialist.
Demand for Customer Science’s services is being driven by the demand for integrated service, AI and digital solutions. While many Australian organisations have a vision few have the internal mechanics to deliver and manage it. Customer Science has seen a record-breaking 24 months during which time it has doubled its specialist headcount and expanded its footprint across Sydney, Melbourne, and Brisbane to keep pace with a year-on-year surge in demand for CX technology transformation.
“It is an exciting time for Customer Science enabled by our historic growth thanks to the market demand for optimising and transforming business customer services, says Todd Gorsuch, CEO, Customer Science.
“James Johnstone’s appointment will now enable Customer Science to further scale sustainably and safely for our clients. His deep industry knowledge, innovative thinking and solution design will enable our clients to innovate, ensuring they have the best outcomes and ongoing benefits to their enterprises.
“At the same time, our model of achieving results and transitioning IP and processes to organisations to lock and sustain benefits is working well. Adopting this model in other markets will enable us to expand these services globally. Indeed, we’ve now optimised service delivery for some of Australia’s largest institutions, affecting the daily experiences of millions of citizens and customers. Our plans for expanding beyond Australia isn’t just growth for growth’s sake, it’s a response to a market that is hungry for proven, independent expertise in an increasingly complex service tech landscape.
“Our clients see us as an extension of their own leadership, the specialists who ensure that the processes we’ve built together continue to deliver measurable ROI year after year,” says Gorsuch.
Customer Science now has more than 300 clients and been experiencing more than 50 per cent year on year growth. It also works with more than 50 industry partners to support service experience across the country helping in turn to improve safety, health, welfare, economic outcomes, and organisational competitiveness.
James Johnstone added, “My long-standing partnership with Customer Science in my previous companies has shown me the immense value this team provides to Australian public and private sector enterprises. I am thrilled to officially join and lead the Australian operations at a time when the intersection of technology and human experience has never been more critical. With over two decades of experience leading complex transformations, I intend to provide our clients with more than just strategy. I’m bringing a blueprint for what’s next. My focus is on ensuring our customers don’t just survive digital shifts but optimally navigate them to deliver world-class experiences that are both efficient and deeply human.”
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