Golden Charter appoints new chief customer officer

UK funeral plan provider Golden Charter has strengthened its senior leadership team with the appointment of Sorya Kousourou to the newly created chief customer officer role.

Kousourou, brings over 20 years of marketing, digital transformation and customer experience expertise from companies including Tesco Bank, Sainsbury’s Bank, Cheque Centre and HBOS to the role.

She will use her previous experience to create “innovative” strategies that deliver “tangible” value to Golden Charter’s customers.

Completing the funeral plan provider’s senior leadership team, the CCO will focus on “championing customer needs, enhancing product offerings and strengthening relationships in the competitive funeral planning sector”.

Kousourou’s appointment closely follows the addition of Stuart McWhinnie as chief technology officer in April, tasked with driving technological transformation, and Jill Hood as chief marketing officer, overseeing Golden Charter’s marketing and brand strategy development

Kousourou said: “I’m honoured to join Golden Charter, a business with a rich heritage and strong customer focus. I’ve been warmly welcomed by the team and impressed by the passion and customer-centric culture.

“Reflecting on the essential service of funeral planning, which offers peace of mind and support for families, reinforces the meaningful impact Golden Charter has. Looking ahead, I aim to expand our reach and enhance customer experiences even further, adapting to evolving needs with inclusivity and trust at the forefront.”

Charlie Norman, chief executive at Golden Charter, added: “Sorya’s appointment signifies a pivotal moment of growth for Golden Charter as we strengthen our leadership team. We’re looking forward to Sorya bringing her wealth of experience and a fresh perspective to Golden Charter to continue enhancing our customers’ experiences.”