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Our Executive Directors

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

Dame Gillian Guy

Chief Executive

Dame Gillian Guy became Chief Executive of Citizens Advice in July 2010. Citizens Advice is an independent charity that leads, supports and promotes the network of local Citizens Advice charities across England and Wales. Gillian is also Chair of the UK Finance Consumer Advisory Group and a member of the Banking Standards Board.

Gillian was awarded a CBE in 2015 for services to consumers, then made a Dame in the New Year's Honours list 2020 for services to the public and voluntary sectors. In 2019 she received an honorary doctorate from the University of Bristol.

Gillian was previously CEO of Victim Support, where she led a major programme of change and development of new and improved services for victims. Gillian trained as a lawyer and spent 11 years as CEO of a large London Borough. She served as a non-executive board member and Chair of the Audit Committee of the National Audit Office and also as 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

Executive Director of Advice and Advocacy

James Plunkett photoAs Executive Director of Advice and Advocacy, James oversees our work to improve the experience we give our clients, including through the use of digital technologies and data analytics. James also leads functions including communications, external affairs, our statutory role as consumer champion in the energy and postal markets, and policy research.

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.

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Executive Director of People

Bio to follow

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Michele Shambrook

Executive Director of Operations

Michele Shambrook photoMichele 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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