Gem Pasant (https://www.linkedin.com/in/gem-jp/) has over 15 years’ experience in Customer Leader roles in a range of organizations from start up to large corporate, typically in the insurance sector. 
Gem’s biggest area of interest is Customer Experience as culture—specifically how this links to company purpose, employee experience and sustainable growth through the practical application of the Net Promoter System.
Transcript
Mark Reed-Edwards: Welcome to this special episode of Confessions of a Marketer. I&#39;m Mark Reed Edwards. 
We&#39;re back with this mini series of shows I&#39;ve dubbed the Talent Showcase. These episodes will focus on people in marketing, communications, PR, and allied fields who are looking for their next opportunity. My guests will share their stories, successes, and how they can help their next employer or client.
Today, I&#39;m joined by Gem Passant. 
Gem has over 15 years experience in customer leader roles in a range of organizations, from startup to large corporate, typically in the insurance sector. Gem&#39;s biggest area of interest is customer experience as culture, specifically how this links to company purpose, employee experience, and sustainable growth through the practical application of the Net Promoter System.
Gem, welcome.
Gem Passant: Thanks for having me. It&#39;s great to be here.
Mark: It&#39;s wonderful to have you on the show. So can you tell me about yourself, your background, and career path?
Gem: Yeah, sure. So I actually started out in human resources. I read archaeology at university with some anthropology and got really into human behavior and thought human resources is the way for me to go. And then got onto a graduate scheme. So that&#39;s what we call in the UK, would maybe be a postgraduate scheme in the US, basically working for an employer on a fast track scheme for a large insurance company in the UK called Aviva.
And I planned to stay in that field and not long in realized that I actually didn&#39;t understand my customers enough, which was the internal customers of the organization. And the only way to do a good job working in HR was to go and experience what they were experiencing and work in the business itself.
And so I was looking for a change, I asked for a change, and was invited to apply to be Chief of Staff to the Chief Operations Officer for the UK business, which was a great role, a super fast track learning, if anyone&#39;s ever done Chief of Staff they&#39;ll know. And that gave me an opportunity to really learn and understand the business cause I was right in the thick of it and look for what my next opportunity would be.
And there was an area that had been unloved for some while, which was the customer experience function. That was back then not called CX, which is what we tend to call it now. It was quite early days for having a customer experience function. And it had been run by somebody for a long time who&#39;d moved into a different role and then there&#39;

Gem Passant: Customer leader with a focus on marketing through customer advocacy

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