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Sophie Lynch serves as the Head of Customer Experience & Proposition at B&Q, where strategic customer experience initiatives are established and driven throughout the organization. Additionally, Sophie is a mentor for the 30% Club Moving Ahead, sharing expertise to empower emerging talent across various companies. As a co-founder and podcast host of "Little Podcast, Big Conversations!", Sophie emphasizes meaningful discussions within the business community. Previously, Sophie held multiple leadership roles at Marks and Spencer, including Head of Online & Omnichannel, where significant enhancements to customer experiences were executed for a £1.7bn e-commerce enterprise. With a strong educational background, including an entrepreneurship degree from Harvard Business School and experience in board-level roles, Sophie Lynch demonstrates a commitment to driving customer-centric innovations and organizational growth.