Hearts & Science creates CXO role to ensure teams work at ‘full potential’

Hearts & Science creates CXO role to ensure teams work at ‘full potential’

Omnicom Group agency Hearts & Science has promoted its head of client experience Amy Matthews to the newly created role of chief experience officer.

Matthews (pictured, main) has been with Hearts & Science for nearly five years, where she has also been co-chair of OMG Minds as well as a mental health first aider.

As Hearts’ new CXO, Matthews will report to CEO Garrett O’Reilly and sit on the senior leadership team, where she will be tasked with supporting account leads to ensure the agency is operationally set up to provide best-in-class service to clients.

She will also represent Hearts UK in cross-functional teams on key areas, such as DE&I, across the OMG UK network. In her role, she will monitor and report on cultural and talent development, and will be in charge of holding the agency accountable for achieving key representation, wellness, and satisfaction targets.

Of the promotion, CEO Garrett O’Reilly said: “Amy’s new role focuses on taking Hearts to the next level in making sure teams can reach their full potential. She has proven skills when it comes to talent development in her previous role as Head of Client Experience, and she has championed mental health across the OMG UK group.

“While we’ve invested heavily in data and technology in line with our mission to make our industry fit for the future, we are very aware that the right talent working in optimal conditions is critical to our success. Amy’s new role will enable her to make a real impact both with our teams and for our clients.”

Matthews’ promotion comes at a time of rapid growth for the agency. Over the past 18 months Hearts has seen billings rise by 20 percent, with client wins including Hargreaves Lansdown, Peloton, the retention without pitch of the Go.Compare business, and most recently its sponsorship of ITV’s The Voice.

Matthews added: “I am passionate about making sure that everyone’s experience of Hearts is the best it can be, from our amazing employees to all of our partners. This is an exciting time for us and it’s incredibly important that everyone feels the benefits of working with and for us and understands our goals.”

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