Our Executive Directors
The Citizens Advice Executive Team is led by our Acting Chief Executive Alistair Cromwell.
Acting Chief Executive
Alistair Cromwell became Acting Chief Executive of Citizens Advice in October 2020. Alistair leads our executive leadership team, working closely with the trustee board to deliver our charitable objectives.
Before taking on the Acting Chief Executive role, Alistair was Chief Operating Officer and has been part of the executive team for 10 years. He joined Citizens Advice from KPMG and before that PwC where he gained wide-ranging experience in business strategy, planning and leading transformation across the public, private and third sectors. Alistair has also worked in the civil service and qualified as a chartered accountant whilst working in private practice.
Interim Executive Director of Finance and Transformation
As our Interim Executive Director of Finance and Transformation, Andrew leads a number of our national functions including finance, business development, governance, business planning and our business transformation and major projects teams.
Andrew joined the service as a volunteer in 1997 and since then has had a number of roles, both locally and nationally.
Executive Director of Advice and Advocacy
As Executive Director of Advice and Advocacy, James oversees our technology, data and customer journey teams, applying user-centered design and digital technology to improve the experience we give our clients. James also leads our policy and advocacy work, including external affairs, policy research, and our statutory role as consumer champion in the energy and postal markets.
James joined Citizens Advice in October 2014. He was formerly Director of Policy at the Resolution Foundation, where he established and led influential studies into living standards and the minimum wage. James worked previously at 10 Downing Street and the Cabinet Office and has been a strategy consultant in the private sector and a Kennedy Memorial Scholar at Harvard.
Executive Director of Operations
Michele Shambrook joined Citizens Advice in April 2012, leading the Citizens Advice consumer service. In October 2015, she became Director of Operations. She leads teams responsible for setting the standards for service delivery and supporting and managing the delivery of service to clients across England and Wales. As part of her role, Michele oversees the delivery of the Citizens Advice Witness Service.
Michele joined from the Office of Fair Trading, where she led the delivery of the Consumer Direct service before it transferred to Citizens Advice in 2012. Before that, she worked for Kent County Council and as a Trading Standards Officer.
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Senior People Leadership
Kirsty Holt is providing senior leadership support to Citizens Advice's people team and to the executive team. She is also leading a number of key programmes and projects which are helping to transform our people and learning functions as part of our Future of Advice strategy.
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