Havas CX helia Hires Jennifer Clinehens to Ramp Up Integrated CX Proposition

Customer engagement agency Havas CX helia – part of the global Havas CX network and its lead UK agency – has appointed Jennifer Clinehens to the new role of customer experience strategy director. 

Jennifer, whose experience spans both agency and client-side, joins from The Marketing Store, where she established and led its CX practice. She is also the author of bestselling books CX That Sings: An introduction to customer journey mapping and Choice Hacking: How to use psychology and behavioural science to create an experience that sings.

In this new role – created to reflect the shift from traditional CRM to the more integrated CX solutions demanded by both existing and new clients – she will lead the agency’s CX strategy and planning capability, working across its portfolio of clients including its two largest accounts, Lloyds Banking Group and Compare The Market. 

Working alongside London head of strategy Lucy Halley, Jennifer will also help bolster CX capabilities across the wider agency, including in customer journey mapping, behavioural science, algorithm development, marketing analytics, UX, UI and IA development and marketing technology.

Her appointment follows the launch of Havas’ dedicated customer experience division, Havas CX – for which Havas CX helia is its flagship agency and UK lead – last year. Havas CX brings together more than 1200 people from 20 of Havas Creative’s global agency groups and local agencies, plus additional specialists from across the Havas network, under a common structure, governance, methodology and mission. Fostering integration between these agencies and individuals, it combines the power of rich insights, user-centric technology and experience-led design to transform business performance for its clients and partners. 

Before joining Havas CX helia, Jennifer spent three years as Head of Experience at The Marketing Store, where she created, defined and led its UK CX practice, working across clients including Marks & Spencer, Vue Cinemas, adidas, O2 and, most notably, McDonald’s, transforming its customer experience across the UK, North America, Europe and the Middle East.

Prior to this, she was Planning Partner at TRACK CRM (now incorporated into DDB Sydney), where she led experience and CRM planning on Westpac, and spent many years client-side at AT&T, Inc. in the US, in senior roles spanning innovation, CRM and customer experience. 

Lucy Halley, head of strategy, London at Havas CX helia, says: “It’s taken a long time to find the right person for what is a crucial role, and we’re delighted to welcome Jen on board. She boasts a huge depth of CX knowledge, a proven track record in establishing and growing best-in-class customer experience capabilities within agencies and for big brands, and the kind of entrepreneurial spirit and unique perspectives that I have no doubt will bring out the best not just of Havas CX helia, but of the Havas CX network more widely.” 

Jennifer adds: “Joining Havas CX helia means getting to work with a smart and dedicated group of folks doing world-class customer engagement for some of the world's most innovative brands. In my mind, these opportunities are built on the agency’s strong reputation and its diversity in location, skills, and thought, brought together across the entire Havas network through its wider CX proposition. That unique combination of technology, data, brand and customer insight and customer experience expertise are a potent mix. It's an exciting time to be joining, and I'm looking forward to what the future holds.”