Meet The Team
Performance in People is one of the UK’s leading customer experience and mystery shopping companies, powered by a dedicated head office team of 90+ professionals. Meet some of the key members of our leadership team driving industry-leading CX programmes and business performance improvement across the UK...
Mike Dalloz | Chief Executive Officer
Mike is the founder and CEO of PiP and a member of the Market Research Society. Mike is an entrepreneurial and respected leader in the customer experience industry. He also appeared as a judge on BBC Two’s Phone Shop Idol, bringing real-world industry insight to a national audience.
Alex Breingan | Chief Operating Officer
Alex joined PiP in 2007 and became a Director in 2011. As Chief Operating Officer, he oversees the delivery of client programmes across the business and has responsibility for IT, HR and Finance. He also introduced the cellular operating model, helping to strengthen operational efficiency, accountability and service quality across the organisation.
Lloyd Rae | Sales & Marketing Director
Lloyd joined PiP in 2012 and leads the strategic direction of our sales, marketing, training, CX Lab, and account management functions. Bringing a forward-thinking and commercially driven approach, Lloyd works closely with teams across the business to ensure clients receive innovative, high-impact customer experience solutions.
Natalie Creed | Corporate Services Director
Natalie joined PiP in 2009 and is responsible for the business’s corporate services function, including HR, employee wellbeing, compliance, facilities, ISO 27001, and data protection. As part of the Senior Management Team, Natalie plays a key role in supporting both operational excellence and employee experience across the business.
Ryan Crookes | Account Director
Ryan joined PiP in 2013 and brings extensive experience across retail, financial services, automotive, leisure, and housebuilding sectors. His analytical and insight-driven approach helps clients uncover opportunities to improve customer experience, sales performance, and service delivery.
Scott Lawson | Account Director
Scott joined PiP in 2013 and has a strong passion for customer service and performance improvement. With expertise in analysing programme data and translating insight into action, Scott supports clients across the retail, financial, automotive, and housebuilding industries to drive meaningful customer experience improvements.
Nicki Ford | Account Director
Nicki joined PiP in 2018 and specialises in the delivery of mystery shopping and customer experience development programmes. Working with clients across retail, financial services, automotive, and housebuilding sectors, Nicki helps businesses turn customer insight into actionable improvements that enhance performance and service standards.
Lom Dolby | Account Director
Lom joined PiP in 2007 and manages several of our largest client programmes, primarily within the automotive sector. With extensive experience in both sales and aftersales customer experience, Lom delivers industry-specific insight and strategic guidance that helps clients create lasting behavioural and operational change.
James Appleton | Head of Business Development
James joined PiP in 2014 and leads our business development activity, supporting prospective clients from initial enquiry through to onboarding. From presentations and proposals to tender submissions and strategic consultations, James helps organisations identify the right customer experience solutions to meet their goals.
Jenna Murphy | Head of Training
Jenna joined PiP in 2021 and leads our specialist training team in delivering CPD-certified learning programmes across e-learning, face-to-face, and virtual workshops. Her focus is on helping managers and customer-facing teams improve sales performance, leadership capability, customer experience, and complaint handling skills.
Abi McIntyre | Head of Creative
Abi joined PiP in 2013 and leads the execution of PiP’s brand and marketing strategy across SEO, social media, website content, CRM, email marketing, and events. Combining creativity with customer experience insight, Abi develops engaging campaigns, branded content, and proposals designed to strengthen PiP’s visibility and industry authority.