Engaging Service specialises in employee engagement and customer experience

Before forming Engaging Service, Andrew McMillan spent 28 years with John Lewis Department Stores, the last eight of which he was responsible for customer experience across the department store division. That customer experience culture is something that has now become synonymous with the John Lewis brand and during Andrew's tenure John Lewis won awards for customer service from Which?, Verdict and Retail Week and were frequently cited in the media as a leading customer oriented organisation. While at John Lewis, Andrew advised many other organisations on their customer service strategy and became recognised as an expert in the field.

Conference Speaking and Chairing : Strategic Consulting : Business Change : Coaching : Workshops : Training

Andrew has spoken at conferences worldwide and across all business sectors as well as local government, health and not for profit. All material is individually written for each client and designed collaboratively to meet their exact requirements. Along with stories and examples from his extensive experience, presentations and workshops also include practical solutions that can be implemented quickly and with minimal cost.

Andrew is represented by some of the UK’s best speaker agencies or, if you prefer, can be booked directly from this site.


  • University of St Andrews
  • Bausch + Lomb
  • Nokia
  • St James’s Place
  • Mercedes Benz Retail
  • Nationwide
  • Carillion
  • Barclays Retail
  • Volkswagen Group UK
  • Royal Yacht Britannia
  • Specsavers
  • Allianz
  • Lilly UK
  • Sytner Group
  • Grosvenor Fund Management
  • Greene King
  • Magnet
  • Swansway Group
  • Novartis UK
  • RBS
  • Loch Fyne
  • Skoda
  • Hampshire Council
  • Ashridge Business School
  • AXA Wealth
  • Jardine Motors Group
  • The Linde Group
  • Spire Healthcare
  • Best Western Hotels
  • Renault UK
  • NHS Commissioning Board
  • Moto Novo Finance
  • NHS Midlands and East
  • Volvo UK
  • Capita Symonds
  • King's College London
  • Vauxhall Motors
  • Nutricia
  • Capital One
  • City of Lincoln Council
  • Lookers Group
  • NHS South Essex
  • Henley Business School
  • PSA Peugeot Citroën
  • Inter-Continental Hotel Group
  • Royal Mail
  • Samsung UK
  • BP Fuels
  • EE
  • Travel Network Group
  • Cranfield School of Management


Andrew started his career as a management trainee with the John Lewis Partnership at Brent Cross. He quickly moved up through the management ranks and led a number of selling teams in different branches culminating in managing the furniture floor in the flagship Oxford Street branch.

From there he moved to the head office to take charge of the department stores’ customer-centric Intelligence Team. They acted as an internal business consultancy reporting on competitive strategy, product differentiation and value, catchment area demographics for new branches and customer service.

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“ Andrew's visit was a real success. His material was well tailored to his audience and he had a good understanding of us as a business so was able to make it relevant. He has a very engaging tone and manner which meant the audience was actively engaged throughout his session. We have had some very positive feedback from associates and I have been in meetings since the session where people have referenced Andrew's material so I know it has well and truly sunk in. ”