Heather Gibson is a customer experience leader with over 20 years? experience spanning luxury fashion, beauty, event ticketing, retail, and e-commerce across the US and UK. Originally from the US and based in London for more than two decades, she has built and led global customer service operations for high-growth, customer-obsessed brands. Her expertise in fraud prevention, retail loss prevention, payments, and risk mitigation sits within her broader customer service remit ? a pathway that led her naturally into protecting what matters most to a business: customers, revenue, and trust. Known for bringing the voice of the customer into senior leadership and board-level conversations, Heather champions a practical, prevention-first approach that balances seamless experiences with robust risk controls.