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Ross Esplin

Ross Esplin

Customer Experience Director

After spending 16 years in human-centred design and technology consultancy, Ross joined Insights as the Customer and Digital Director in January 2020. He started his career in technology, building in-house technology teams and leading large scale digital and ERP transformations for clients such as Scottish Power. He then moved into digital strategy, human-centered design and marketing, advising clients such as NatWest. His industry experience covers Learning and Development, Finance, Utilities and Retail.

Ross leads the Customer and Digital function, which encompasses Marketing, Research & Design, Learning & Experience, Future Experiences & Partnerships, Product Technology and Enterprise Technology. The function's scope is to ensure, as an organisation, we understand our customers and their needs, create innovative experiences to meet these needs, and do so in a secure and forward-thinking technology ecosystem.

A day in the life

A normal day consists of spending time with teams across the globe, understanding the latest customer feedback, our progress against objectives, how we are evolving our ways of working, as well as paying close attention to how our people are feeling generally. Ross also enjoys spending time talking directly to our customers to ensure we, as a business, stay close to their needs.

Make it personal

  • When he is not working, Ross enjoys spending time with his wife Lynsey and two daughters.
  • A keen traveller, he enjoys spending time exploring new places at home in Scotland and also abroad.
  • Being a dad of two young daughters and enjoying all types of sport, Ross spends many a weekend cycling, running and playing tennis.

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