New Commercial Arts names first Customer Experience co-heads


Lauren McLaughlin and Struan Wood have been promoted to Co-Head of Customer Experience at New Commercial Arts, taking overall responsibility for further developing world-class CX capabilities at the agency, both in London and Glasgow.

Customer Experience co-heads

McLaughlin has led the customer experience efforts on clients such as Sainsbury’s and Nando’s.

She has worked across a wide range of sectors, helping find, define, and solve meaningful problems and opportunities within a brand’s experience.

Before NCA, she spent 5 years at Wunderman Thompson where she led projects for some of the world’s biggest retailers including Walmart, Selfridges, and Shell.

Wood has led CX on Nationwide and MoneySuperMarket at New Commercial Arts and has spent recent years innovating new proprietary CX methods for the agency.

Prior to NCA, Wood played a key role in building out the CX offering at Wunderman Thompson, working on The Macallan, Dyson, and GSK.

McLaughlin and Wood will continue to report into Rob Curran, Founder and Chief Experience Officer.

Curran said: “I’ve had the privilege of working with Struan and Lauren since hiring them as interns. There are simply no two better people at leading CX work in the industry.

“They are both searingly talented and excel at what matters most to us – the real hard yards of CX work, the work that makes things tangibly better for customers and brands.

In this new role they will continue to relentlessly innovate on our methods and impact, as well as ways to marry real customer experience creativity with world-class communication.

Clients have bought in powerfully to NCA’s combined creative and CX offering with major workstreams underway on Sainsbury’s, Nationwide and MoneySupermarket amongst others.”