James Johnstone

James Johnstone is the Chief Operating Officer at Customer Science, leading the company’s operations and go-to-market strategy across consulting, technology, people and products.

With more than 20 years’ experience in consulting and technology, James has led complex transformation programs across customer experience, contact centre, digital and service technology environments. He has held senior roles with organisations including Cisco, Datacom, HPE, Fujitsu and Microsoft, bringing deep industry knowledge and practical expertise in solution design, operational scale and enterprise transformation.

At Customer Science, James is focused on helping clients navigate digital change with confidence, combining strategy, technology and human-centred design to deliver service experiences that are efficient, scalable and deeply human. His role also supports Customer Science’s continued growth in Australia and expansion into international markets, including the US and UK.

James is passionate about helping organisations move beyond strategy to create lasting operational impact, ensuring clients are equipped to deliver better outcomes for their customers, employees and communities.