In September, Inglis was promoted from marketing director to customer director, as part of which he took a seat on the board. He is now responsible for the end-to-end customer experience, as well as marketing and customer insight. Inglis continues to oversee the kind of emotive advertising that the retailer has become famous for, with the likes of its home-insurance spot, ‘Tiny Dancer’, tugging at the nation’s heartstrings. Believing that it is vital to embrace a start-up mentality to "avoid inertia", Inglis has also been central to the creation of the JLAB initiative – championing new business ideas – and implementation of company-wide innovation hackathons.
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