Australian customer experience and digital transformation business Customer Science has appointed James Johnstone as its first Chief Operating Officer, based in Sydney.

Johnstone joins as the company looks beyond Australia after period of rapid growth in its home market, enhancing operational capabilities to support international expansion and customer experience transformation deliver.

He will oversee operations and go-to-market activity, working with Chief Executive Todd Gorsuch on the company's expansion into the UK and US, which it sees as major opportunities for its advisory and service transformation work. The appointment creates new senior executive role as demand for integrated service, AI, and digital projects rises.

Over the past 24 months, Customer Science has doubled its specialist headcount and expanded presence across Sydney, Melbourne, and Brisbane. The company now serves more than 300 clients, records annual growth of more than 50%, and works with over 50 industry partners across Australia.

Johnstone brings more than 20 years of experience across business development, consulting, sales, marketing, and account management. He joins from Cisco, where he was Account Executive focused on large new business opportunities. Before that, he spent over nine years at Datacom in range of customer experience technology and operations roles.

Todd Gorsuch, chief executive of Customer Science, stated, "It is an exciting time for Customer Science enabled by our historic growth thanks to the market demand for optimising and transforming business customer services. James Johnstone's appointment will now enable Customer Science to further scale sustainably and safely for our clients. His deep industry knowledge, innovative thinking and solution design will enable our clients to innovate, ensuring they have the best outcomes and ongoing benefits to their enterprises."

Explore how customer experience consultancies are scaling international operations through strategic leadership appointments in the complete report by Channel Life.