Heather began her career in the music industry, working with International acts such as the Spice Girls, Roger Waters and Annie Lennox. As head of Touring for 19 Entertainment Heather produced events across the world that focused on the offering to ticket holders, from digital interaction, ticket sales, event based engagement and post-event fan bases. Her work connected to over 10 million customers.
In 2008 Heather created 2Rock Ltd, working with large scale brands and companies such as Cadburys, Live Nation and Sony BMG, to create business and customer focused solutions for large-scale events, with particular emphasis on mass public events. It was during this period that Heather began her work with London 2012.
After a period of consultancy at London 2012 Heather took up the position as Head of Spectator Experience for the Games, and was responsible for the delivery of the customer experience for the 11 million ticket holders. The role included the creation of the Spectator vision, implementing the customer strategy across the business, customer segmentation and research, journey mapping, risk and mitigation planning for Games time and transformation planning for all the customer facing departments (digital, on-site services, communications, transport, entertainment etc.). The focus on the spectator delivered the most successful Olympic & Paralympic Games to date, with the International Olympic Committee taking on the learnings and development from London 2012 for their future programs with host cities.
Since 2013 Heather has created Experience360 Ltd, working with clients such as the IOC, the RFU, the Mayor of London, Harlequins, Sainsbury’s, and Rio 2016 to review and create world-class customer focused programs and events.