Premium appliance manufacturer Fisher & Paykel has promoted technical service manager Dan Jackson to the role of head of customer experience in the UK.

In his role, he will be responsible for driving the strategy, planning and execution of Fisher & Paykel’s customer experience goals in the UK.

Jackson first entered the domestic appliance servicing industry in 2012 as an apprentice at Birmingham College while employed by electrical retailer Currys.

Sponsored Video

Lauren Goodbrand of Kitchens International on winning the Kbsa Concept Designer Award 2024

He 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.

It led him to create a trade-only technical forum for all domestic appliance engineers alike to share 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.

In 2019 he was given the opportunity to work with independent network of self-employed domestic appliance engineers in the UK, NAC (Domestic Appliances).

He joined the organisation as its national field operations manager, becoming its general manager and during his time there supported 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.

Jackson joined Fisher & Paykel in 2021 and discussing his time at Fisher & Paykel, said: “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.”