Canary Wharf Group has created a new role in the business as part of a fresh strategy to make the Docklands landlord a more customer-centric business.
The firm has appointed Michelle Laramy (pictured) as director of customer experience. Laramy joins from the Crown Estate, where she has been head of customer since 2015 and was accountable for the development and delivery of customer strategy across the £14bn business.
At CWG she will be tasked with developing the firm’s strategy to turn the estate into a sustainable place that “enhances the wellbeing of those who live, work and thrive” at Canary Wharf. Using data and insights from across the business, Laramy will seek to better understand the diverse profile of employees and residents across the estate.
Jane Hollinshead, managing director of people, culture and customer experience at Canary Wharf Group, said: “Michelle is the perfect fit for our ambition to create genuine value and impact for all our customers through the delivery of the highest quality, sustainable space in London. Michelle’s stand-out reputation and expertise will be a huge asset to CWG as we strengthen our focus on being a genuinely customer-centric business.”
The appointment comes as real estate increasingly transitions to the a service-led sector, focusing on tenant and customer experience rather than being a purely spreadsheet-led business.
“The customer experience at Canary Wharf continues to evolve through an ever-more diverse mix of new and exciting retail and leisure experiences and residential developments, while attracting the next generation of customers to locate here,” said Laramy.
“CWG is committed to becoming customer-centric and consistently deliver an exceptional experience for those living, working and visiting its destination. It’s an exciting time for me to join Canary Wharf Group and to be part of their journey.”
Laramy takes up the role next month.
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