Sunil MistryHead of Customer Experience.

My path here wasn't conventional. I started my career in technical sales, selling software to schools in Melbourne, before moving back to the UK to help build out the European operation of a fast-growing EdTech platform. Since then I've worked my way through nearly every function a business has — sales, customer delivery, product, and now leadership and commercial ownership — learning each one by doing it, not by watching from the sidelines.

That range gave me something most people who specialise in one lane never get the chance to build: confidence in technical conversations, a strong commercial instinct, comfort making decisions with imperfect information, and the ability to lead people through ambiguity rather than wait for certainty. What keeps me engaged is the whole picture — building teams, balancing competing demands, and being accountable for the outcome, not just my piece of it. Get it in front of users, learn fast, iterate, and own the number at the end of it.

Today I'm Head of Customer Experience for the UK and Ireland, leading a team of 15 across support, onboarding, hardware and customer success, with P&L oversight for the market. Different function, same approach that's got me here — get close to the problem, lead the people solving it, and own the outcome.