Case Studies

Simon Harrow
Operations, Marketing, Change & HR teams

Simon Harrow

Chief Operating Officer

What is your role at iGO4?
I am the Chief Operating Officer (COO) responsible for our Operational, Marketing, Change, IT and HR teams.

How long have you worked at iGO4 and what did you do before you worked here?
I joined iGO4 in 2017. Before that I co-founded a software start-up, was part of the senior leadership team at WM Morrison's and the COO of Kiddicare. 

What are you most proud of accomplishing while working here?
That is a tough question. It would probably be the reduction in our cost to serve – which is how much it cost's us to look after a customer. It is a metric that shows we are delivering a better customer experience and a more efficient operation – and has involved nearly every team across the business. We have achieved this by implementing new mobile first websites, improved mobile apps, robot process automation (RPA), live chat, chatbots, AI customer communications, new training programs, cloud platforms and APIs to provide us scale and stability.

What does a typical day look like?
My day starts early. I am normally up around 5am before heading to the gym for 6am. After my workout, it’s a quick shower and change and to my desk ready for my first meeting of the day. Most days I am on project steering calls, leadership meetings, or having 1:1 with my teams. I spent most of time either helping to resolve issues or finding ways to accelerate opportunities. Once work is done, I’m back home to spend time with my wife and little boy before he heads to bed. My evenings are spent relaxing before an early night to be ready for the next day.

Describe your team in 3 words
Passionate, hardworking, and fun!

Tell us about your photo and why you chose it?
This photo was taken on a boat on the Norfolk Broads during a road trip we took in summer 2021. It was an amazing week and reminds me to slow down and enjoy the simple things. Sitting toasting marshmallows on an open fire with my family under the stars, talking about our adventures that day makes me smile every time I think about it.

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Peterborough: 01733-308-837