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Jaime Johnston-Smith, Chief Customer Care Officer
Feros Care, Coolangatta, Queensland, Australia

Jaime Johnston-Smith is currently Acting Chief Customer Officer with Feros Care, a Not-For-Profit People Care for Purpose organization that runs aged care residential villages across Australia.   She is a highly experienced people leader, coach, and corporate professional with a strong background in People Care and Contact Centres. Creating, developing, and implementing strategies to improve staff engagement, workplace culture, and client experience are her jam.  Jaime works with the Feros Care Executive and Senior Leadership teams to lead initiatives to improve the experiences of its clients through the delivery of safe services within the community. She drives positive staff and stakeholder engagement and culture within Feros Central through communication, change management and client experience projects. 

Her previous 15 years, spent in both private enterprise and government, have seen her gain expertise and knowledge in Contact Centres, having worked in client experience roles through to planning and analytical roles, as well as working on large-scale implementation projects of key systems and solutions across Operations and Information Technology.   Her strengths include leadership, coaching and development, employee engagement, and an organizational awareness working with key stakeholders and partners to devise strategic direction on client experience initiatives linking to organization outcomes. She is enthusiastic about data and has a keen eye for modelling data to represent problems as they arise, then devising initiatives to provide clear and measured outcomes. 

Jaime’s passion is for creating a positive workplace culture that is open and transparent where employees enjoy coming to work, living by the philosophy that by doing their work to an exceptional standard the clients, carers, and families will be able to live their best BOLD life. It has reaped some great results in employee engagement. Coaching is also something close to her heart both inside and outside the office. She has been involved with the internal mentoring program now for over three years and has also mentored and coached 4 junior AFL girls’ teams over the past 5 years with a desire for “keeping girls in sport for as long as possible.” 


Megha Agarwal, Co-founder & CEO
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Heather Barton, Human Resources Consultant
Freelance, Dulwich, London, United Kingdom
Heather is a Fellow of the Chartered Institute of Personnel and Development. After graduating from Oxford University, she worked in the Further Education sector, and was Vice Principal of South Thames College in London. She then qualified in Human Resources and has held HR Director level posts in the Probation Service, Housing and cultural exchange. Heather has experience of HR policy development, recruitment/talent management, employee relations, organisational development, compensation & benefits, and health & safety. She is now a freelance HR Consultant, working in South London.

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