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Coach ClassAuthor: Dom Burch
My name is Dom Burch, I am a business coach and mentor. On this podcast I speak to fellow coaches about their field of expertise, and inspirational leaders about what makes them tick, how they motivate themselves and others, and what it means to be authentic. Language: en-gb Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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From Direct Line to Digital Transformation: Curiosity, Connection, and the Courage to Change Course with Justin Skinner
Episode 1
Wednesday, 8 April, 2026
In this episode, I reconnect with a colleague from the start of my career Justin Skinner to explore a career shaped by curiosity, adaptability, and a passion for improving customer experience.From early days in PR to helping launch Direct Line Group’s first digital presence, Justin has consistently stepped into roles where there was a problem to solve. His journey spans industries—from insurance to entertainment—culminating in a transformative 11-year stint at Cineworld Group, where he helped redefine the cinema experience for the digital age.Most recently at Merlin Entertainments, Justin focused on rebuilding teams post-Covid—placing trust, connection, and coaching at the heart of leadership.💡 Key Themes & Insights1. Curiosity as a Career CompassJustin’s career wasn’t linear—it was driven by intrigue and opportunity. Moving industries wasn’t a risk; it was a chance to apply principles in new contexts.2. Digitising the Analogue WorldAt Cineworld, Justin helped transform a stressful, outdated cinema experience into a seamless digital journey:Online booking and seat selectionReduced queues and frictionReframing staff roles from transactional to hospitality-focusedPricing innovation inspired by platforms like AmazonThis work helped set the standard that competitors would later follow.3. Leadership = Empowerment + TrustTwo standout influences:Leaders who provided guardrails but freedomEnvironments where teams were trusted to shape strategy and deliver outcomesJustin now applies the same philosophy in his own leadership.4. Building Credible TeamsA simple but powerful idea:Credibility = Competence + ConnectionAt Merlin, rebuilding a post-Covid team meant:Hiring strong individualsInvesting in connection and trust-buildingCreating space for vulnerability, feedback, and alignment5. Coaching as a Performance LeverJustin invested in team coaching (including a two-day offsite at Chessington), recognising that:Self-awareness drives collaborationDiverse personalities strengthen outcomesStrong relationships enable teams to navigate pressure together6. Click & Connect MarketingJustin’s next chapter focuses on a simple but timely idea:How do you build human relationships in a digital world?As AI and data reshape business, Justin believes:Digital enables scaleBut human connection drives real progress🧠 Standout Quote“Happy teams equals happy customers equals sustainable profits.”🚀 What You’ll LearnHow to navigate a non-linear career across industriesWhy digital transformation starts with customer experienceThe importance of empowerment in leadershipHow to build high-performing, connected teamsWhy human connection matters more than ever in a digital and AI-driven world🎯 TakeawayTechnology evolves. Industries shift.But the ability to stay curious, adapt, and build meaningful human connections—that’s what endures.🔗 About the GuestJustin Skinner is a senior digital and commercial leader with experience across financial services, entertainment, and transport. He is now exploring new opportunities through his consultancy, Click & Connect Marketing, alongside a Non-Executive Director role at Heathrow Express.Send us Fan Mail🎧 Please consider sharing Coach Class with someone who’d enjoy it — and leaving a review on your podcast platform. It genuinely helps more people find the show.
