Skip to content Skip to footer

Our Executive Directors

The Citizens Advice Executive Team is led by our Chief Executive Gillian Guy.

Gillian Guy

Chief Executive

Gillian Guy became Chief Executive of the independent charity Citizens Advice in July 2010. Gillian is currently Chair of the BBA Consumer Panel and a member of the Banking Standards Board. Gillian was awarded a CBE in the New Years Honours list 2015.

Gillian is a lawyer and spent 11 years as CEO of the London Borough of Ealing, before becoming CEO of Victim Support  She served as a non-executive board member and Chair of the Audit Committee of the National Audit Office and a non-judicial member of the Sentencing Council for England and Wales.

Alistair Cromwell

Chief Operating Officer

As our Chief Operating Officer, Alistair leads a number of our national functions including finance, business development, technology, governance, business planning and our business transformation and major projects teams.

Alistair joined Citizens Advice in May 2011 from KPMG where he was a director leading transformation work in the public and third sectors. This built on a similar role with PwC where he gained wide ranging experience in business strategy and planning across the the public, private and third sectors.  Alistair is a chartered accountant.     

Our annual report and accounts.

James Plunkett

Director of Policy and Advocacy

James Plunkett joined Citizens Advice in October 2011 as Head of Consumer and Public Services and Campaigns.  In September 2015, he became Director of Policy and Advocacy, where he heads up our use of evidence to inform policy development and delivery. James oversees the organisation's statutory role as consumer champion in the energy and postal markets, alongside our policy research on issues including welfare, the labour market and public services, as well our work monitoring delivery programmes from smart metres to the Post Office Network Transformation.

James was formerly Director of Policy at the Resolution Foundation, where he established and led several influential policy reviews, including the Commission on Living Standards and the Bain review of the National Minimum Wage that prompted the creation of the National Living Wage. Prior to this, James was a Policy Advisor in 10 Downing Street and the Cabinet Office, a strategy consultant in the private sector, and a Kennedy Memorial Scholar at Harvard.

Find out more about our campaigns and policy research.

Michele Shambrook

Director of Operations


Michele ShambrookMichele 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.

Find out more about how we provide advice

Steve Whitehead

Director of People and Equality

Steve Whitehead joined Citizens Advice in November 2012. Having started his career as a trade union official, Steve moved into people management and development in 2000, and has held a series of senior roles in a number of local authorities.

Prior to taking the decision that he wanted to work in the charity sector, Steve spent seven years at the London Borough of Newham, as the Deputy Director for legal, people and change, where he was responsible for the delivery of strategic people services and led a number of organisation-wide change initiatives.

Steve is a Chartered Fellow of the CIPD and is a steering group member and trustee of the Charities Human Resources Network.

More about our equality work and working with us.