Jerry Angrave CCXP
Customer & Passenger Experience Director, Empathyce
I’m a consultant specializing in Customer and Passenger Experience. After leading senior in-house CX and marketing teams, I founded strategic consultancy Empathyce in 2012. Today, I guide organizations to design, build, and execute impactful Customer Experience strategies.
Areas of expertise
About
Jerry Angrave is founder and Customer & Passenger Experience Director of Empathyce, the CX consultancy he set up in 2012 after senior in-house CX and marketing roles, including at Lloyds Banking Group. For over a decade he has worked with airlines, airports and travel businesses across Europe and the Middle East on what happens between a brand’s promise and a passenger’s actual experience.
He is a Certified Customer Experience Professional (CCXP) and one of a small number of people worldwide authorised by the Customer Experience Professionals’ Association to train others for that accreditation. He chairs the Passenger Experience track at events including the World Aviation Festival and Passenger Terminal Expo, co-chairs the CXPA’s UK network, and sits on Heathrow Airport’s Accessibility Advisory Group.
Experience
Chair
Virgin Atlantic Accessibility Advisory Board · 2025 – present
Founder & Customer and Passenger Experience Director
Empathyce · 2012 – present
Advisory Board Member
Simply Contact · 2025 – 2026
Senior Customer Experience & Marketing roles
Corporate sector, including Lloyds Banking Group (UK & New Zealand) · pre-2012
Speaking
Simply Contact Webinar
Passenger Experience Under Pressure: An Operational Playbook for Airlines
Simply Contact Webinar
Managing Mass Disruptions in Airline Support
Articles by Jerry
1 published
