The Thomas Cook Group has appointed a chief innovation officer to improve the digital experience of its customers.
Marco Ryan, who has been with the German division of the company for a year, has been promoted from his role as head of omni-channel digital marketing and e-commerce to the new position. He starts in the role on January 1, 2015.
Ryan, who has previously worked at companies including Cap Gemini and Accenture, will join the group’s executive committee, reporting directly into group chief executive Harriet Green.
The company said the move to create a role combining the digital elements of the business and innovation meant it joined the ranks of “several leading edge companies whose digital focus is similar”.
Ryan will be responsible for innovating the digital customer experience at Thomas Cook and supporting its source markets to reach their web penetration targets.
Of Ryan’s appointment, group chief executive Harriet Green said: “This will ensure that our work on digital innovation and transformation is at the heart of every discussion throughout the company. The industry-leading engagement and innovation scores we achieved in our recent employee survey show that our people embrace our strategy and we can build on a strong foundation to drive the digitisation of our business.”
Thomas Cook has also announced that John Straw, chairman of the digital advisory board, is stepping down from his role at the end of January to focus on the launch and promotion of his new book, but will continue to work with the group on special projects. Kate Smaje, digital advisor from McKinsey, will replace him on the board.