Who is Who
Jo Garland is a senior customer engagement leader known for transforming global service operations and empowering high-performing teams. As Director of Customer Engagement EMEA at the LEGO Group, she blends strategic clarity with people-first leadership, earning recognition among the top influencers shaping customer experience today.
Leading with Heart in a Changing World
In every chapter of her career, Jo Garland has returned to one simple truth: people remember how you make them feel. Long before she became a respected voice in customer engagement and business transformation, Jo understood the power of connection. Her earliest leadership experiences showed her that when employees feel seen, supported, and inspired, they unlock their potential in ways that transform both the customer and the organization.
That belief became the thread that runs through Jo’s journey. From guiding large-scale operations to championing culture change, her career reflects a balance of strategic clarity and genuine human understanding. Colleagues who have worked with her often describe the same experience. One senior leader once remarked that “she brings clarity to complexity with a purposeful focus on people.” Another called her leadership “quietly powerful” and shared that Jo has a way of “making everything brighter.” These sentiments echo the impact Jo carries into every room, team, and organization she touches.
Today, as Director of Customer Engagement EMEA at the LEGO Group, Jo continues to shape environments where people thrive, customers feel valued, and innovation grows naturally from collaboration.
Foundation: Values, Education, And Early Influences
Jo’s professional philosophy was built long before she stepped into executive roles. She has always centered her work around two guiding missions: “to understand the customer” and “to make sure people enjoy coming to work.” These principles shaped her approach as a values-driven leader who encourages honesty, inspires collaboration, and empowers individuals to pursue their development.
Her academic path reflects the depth of her commitment to leadership. Jo earned a Master’s degree in Leadership from Henley Business School with distinction, completing a research project on employee engagement within remote contact centers. This academic foundation deepened her interest in how people connect, adapt, and excel in evolving environments.
Those she has worked with frequently note her instinctive ability to coach and empower. One former team member shared that “Jo’s belief in me changed the trajectory of my career” and described her as “one of the most talented, dedicated, and inspiring leaders I have ever known.”
Career Milestones And Transformational Leadership
Leading Customer Engagement Across EMEA at the LEGO Group
In her current role as Director of Customer Engagement EMEA at the LEGO Group, Jo leads multilingual teams across the region with a focus on delivering exceptional customer experiences. She sets strategic direction, fosters a culture of engagement, and builds high-performing teams capable of navigating a rapidly changing consumer landscape.
Her influence reaches deep into the organization. Through regional conferences, cross-market collaboration, and leadership development, Jo continues to strengthen the connection between colleagues, consumers, and the LEGO brand.
Senior Director Roles and Global Partnerships
Before joining LEGO, Jo served as Senior Director Account Management at Concentrix. She oversaw strategic relationships, revenue growth, and team leadership across critical accounts. Her ability to balance operational excellence with long-term partnership development earned the trust of senior stakeholders.
A respected authority in customer centricity described Jo as “highly strategic and a fantastic operator”, adding that “her high energy and positivity are infectious and help her get the most out of her teams.”
Strategic Leadership at Asda
At Asda, Jo held multiple senior roles, including Senior Director of Omnichannel Customer Support. She led the design and delivery of best-in-class customer service, managed UK support centers, oversaw offshore BPO partners, and championed major digital transformation efforts.
Colleagues recall her ability to lead with both strength and empathy. One team member wrote that “Jo is determined to take on any challenge and always puts her people first.”
Transformational Impact at John Lewis & Partners
During her seven years at John Lewis & Partners, Jo shaped award-winning teams and delivered transformation across technology, process, and culture. She guided strategic initiatives around well-being, operational performance, and employee development.
Her leadership left a lasting impression. A former colleague shared: “Jo built, empowered, and led an award-winning change delivery team that set employees up for success while navigating a disruptive retail market.”
Another described her as “principled and powerfully effective, someone who inspires you with her belief that you can achieve more.”
Industry Recognition And A Legacy Of Empowerment
Jo’s achievements have been recognized widely across the industry. She placed 12th and later 8th in the Customer Experience Foundation (CXFO) Power 100 list for 2022 and 2023. In 2024, she appeared in the CXA Top 50 Women Shaping CX.
Yet her most meaningful impact is often described through the words of those she has supported. A respected industry psychologist wrote:
“She leads with generosity, lifting others up quietly, consistently, and without hesitation. She is a diamond, and the world is better for her being in it.”
A senior mentor from Henley Business School added:
“Jo creates impactful leadership learning by bridging academic insight and real-world practice. It is a privilege to have her on board.”
These reflections highlight what Jo is best known for: developing people, elevating teams, and inspiring confidence in others.
Vision For The Future: Inspiring Connections And Continuous Learning
Jo’s passion for continuous learning remains at the center of her journey. As Chair of the Alumni Learning Events Group at Henley Business School, she connects professionals with new research and practical insight, supporting a vibrant learning community.
She continues to explore how neuroscience influences engagement and performance. Her curiosity drives her to seek meaningful conversations and build connections with leaders across industries.
Looking ahead, Jo remains dedicated to shaping customer engagement, supporting future leaders, and fostering environments where people feel motivated to grow.
Editorial Note
Jo Garland’s story shows the profound impact of purpose-driven leadership. Her journey blends strategic clarity with compassion, offering a roadmap for leaders who aspire to elevate both people and performance.
