Fisher & Paykel announces new UK head of customer experience

Fisher & Paykel has appointed Dan Jackson as its new head of customer experience in the UK. In his role, Dan will be responsible for driving forwards the strategy, planning and execution of Fisher & Paykel’s overall customer experience goals in the UK, promoting excellence and cementing the brands position as a leader in the luxury appliances sector.

Jackson has a knowledgeable and enterprising industry-relevant background, first entering the domestic appliance servicing industry in 2012 as an apprentice at Birmingham College while employed by electrical retailer Currys.

Jackson made observations on areas for improvement during his time as a Field Service Engineer repairing a large mixture of appliance brands, sparking a desire to work for a company with strong support for ‘Non-Manufacture’ engineers. This led him to create a trade-only technical forum for all domestic appliance engineers alike. This was a great platform to share both technical and trade information, and today it has thousands of active users daily.

As this community grew, he moved on to work with a number of premium industry manufacturers such as Britannia Living & Miele in their field service teams. Jackson took pride in the customer experience he gave and supported a rapid fix when their appliances went wrong.

In 2019 he was given the opportunity to work with the largest independent network of self-employed domestic appliances in the UK, NAC (Domestic Appliances) Ltd. He joined them as their national field operations manager and later their general manager.

Jackson cites a particular pride in his work at NAC to support the training and recruitment of new talent. In his team, he created the industry’s first City & Guilds Accredited training centre, which has since been used by manufacturers such as Belling, Stoves & New World as well as British Gas. To date, the training centre has supported 100+ new engineers in the industry.

2021 saw Jackson join Fisher & Paykel appliances as their technical service manager and in 2022 he was promoted to head of customer experience. Discussing his time at Fisher & Paykel, Jackson says, “What I have loved about Fisher & Paykel during my 12 months with them is the company’s Human Centred approach to our appliance designs and the life’s lived around them. For me and the Customer Experience team what that means is having the ‘White Glove’ service to support our luxury appliances. Our customers tell us we are doing a great job. We measure this with our internal NPS scores and externally with TrustPilot. We have scored 4.8, placing us as industry-leading, and it tells us our consumers trust us to deliver great service.”

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