Iain Gooding

Iain Gooding is an experienced professional in workforce planning, customer insights, and operations optimization, currently serving as Head of Workforce Planning at Integrated Care 24 since February 2024. Previously, Iain held the position of Head of Operations Optimisation at Retail Merchant Services, where leadership of a 200 FTE contact center resulted in record customer satisfaction scores. Iain modernized a 300 FTE contact center at Pendragon PLC, focusing on strategic customer support improvements and cost-effective omnichannel solutions. Early career roles include Insight Analyst at Aperture Trading Ltd and Insight Manager at BSkyB, where substantial contributions to digital transformation and performance analytics were made. Iain also led workforce management at Citi, overseeing a large team to optimize resource allocation for contact centers.