Giles Britton
Senior Director
Quick facts
25 years of business experience focused on helping improve the customer experience
Worked in the U.S., U.K., Mexico and Caribbean across 12 industries
Both industry and consulting experience
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If you don't start with the customer needs first, you won't provide the right experience and it won't take much for the customers to leave.
Giles Britton, a Senior Director in Alvarez & Marsal’s Corporate Performance Improvement group in Houston, specializes in strategy development and customer and channel optimization. His primary areas of concentration are in customer experience management, business transformation, customer segmentation, customer relationship management (CRM) design and implementation, contact centers, strategic sourcing, change management, sales force management, outsourcing, marketing strategy, strategic planning, process redesign, shared services, operational management, balanced scorecard, performance measurement and project management.

With more than 21 years of management experience, Mr. Britton has primarily worked in and led projects in the airline, energy, financial services/credit card, telecom and hospitality industries. This experience has been in the European, Caribbean, Mexican and domestic U.S. markets.

Mr. Britton’s experience comes from the following corporations: AAA, ABB Concise, Olympus Cameras, Continental Airlines, US Airways, Southwest Airlines, Universal Weather, La Quinta Hotels, Vail Resorts, Capital One, JP Morgan Chase, Sears, US Bank, American Express, PNC Bank, SunTrust Bank, RMA, Brazos, Grupo ALFA, Waste Management, Velocity Express, Brinks Security, Pegasus, Outerwall, City of Houston, New Orleans Public Schools, PCF, The Hartford, Morneau Shepell, Kaiser Permanente, Modeo, Cable & Wireless, NetApp, US Gas and Electric, KBR, Stewart Title and Tesoro.

Prior to joining A&M in 2004, Mr. Britton was employed by BearingPoint and Andersen as an experienced manager in the CRM and Customer and Channel Solutions teams. He previously was a Senior Project Manager and Senior Manager of Operations with Capital One and also worked for American Express in various management positions.

Mr. Britton earned a bachelor's degree in economics and business from Lafayette College in Pennsylvania.