Elaine Donohoe is Managing Director of W5.

A specialist in designing and delivering customer experience excellence, Elaine has more than 20 years’ experience across telecommunications, financial services, FMCG, and consulting, with particular expertise in customer experience strategy, customer-centric transformation, strategic planning, and continuous improvement.

Elaine joined W5 in 2021, first as Consulting Director before stepping into the role of Managing Director. She is focused on working with client organisations to drive their success through strong customer experiences that deliver on their brand promise with consistency. Her unique perspective on the nuances and challenges for both clients and consultants underpin Elaine’s close client relationships. Through those relationships, Elaine works closely with clients to articulate their customer-centric strategy, translate that into experience planning, governance and measurement.

Elaine holds an MBA from The Open University, and a Bachelor of Science in Marketing and Management from Trinity College Dublin. She is a Certified Customer Experience Professional (CCXP), and a Certified Digital Marketing Strategy & Planning Specialist. She also holds Diplomas in Psychology, and Sports Psychology.