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Jennifer Lorimer currently serves as the Director of Customer Experience at Grainger PLC since December 2023. With extensive experience in customer relations and service recovery, Jennifer has held various pivotal roles, including Manager of Voice of the Customer at Marks and Spencer and Head of Customer Experience (Interim) at P&O Ferries, where responsibilities included designing customer experience strategies across a wide route network. Jennifer's previous experience encompasses significant positions at Eurostar, where roles included Performance Manager and International Customer Relations Duty Manager, focusing on service recovery and crisis response. Additionally, Jennifer has contributed to the Royal British Legion as a voluntary Public Relations professional since February 2014 and held leadership roles in Young Enterprise UK. Jennifer's educational background includes certifications as a Lean Practitioner and Net Promoter Score Practitioner, as well as a diploma in Team Management from Nottingham Trent University.