A customer experience consultancy and training firm for airports, airlines and retailers, based next to Hampton Court Palace.
Ethos Farm is a customer experience consultancy that also trains the frontline staff who deal with the public. If you have ever been greeted at an airport, checked in for a flight or been helped in a shop, Ethos Farm works with the companies behind those moments to make that experience better. It focuses on organisations with front-line staff, such as airports, airlines, retailers, travel retailers, luxury brands and rail. Clients include Heathrow and Stansted airports.
It is based next to Hampton Court Palace in the UK, with offices in New York and Singapore. Founder and CEO Sally Alington started it in 2016 according to our earlier source, though one 2024 article says 2017, so the year is not settled. She began her career as a customer service host at Heathrow Airport and rose to managing director of a staffing and experiential marketing agency, Blackjack Promotions, before founding Ethos Farm. An early trade report named other leaders: Josie Barton, a former BBC head of operations, leading learning development; Mat Garner, formerly of ABM Industries and Heathrow services, co-leading technology; and Lauren Walsh leading the Americas from New York. Ethos Farm was on the Sunday Times Fast Track list for a third year in 2025, and Alington was named CX Leader of the Year at the UK Customer Experience Awards 2024.
We did not find a formal mission statement. An early report quotes the company aiming to “transform workforces into brand custodians”, meaning staff who look after the brand through how they treat customers. Alington has said people should be at the centre, staff should be trained, rewarded and valued because they deliver the customer experience, and “people love to talk to people”. The values appear to be belief in human connection and investing in people.
Its core idea is “Customer Service Architecture and Engineering”. The architecture side helps a company design a customer service blueprint that fits its values; the engineering side, through learning and technology, supplies training and tools to put it into practice. It uses immersive training in what it calls “Performance Rooms” and data analysis of staff behaviour. Its training programmes were adopted by Airports Council International and used at over 50 airports worldwide, and early clients listed include Guerlain, Chanel and Condor. It has also won customer experience transformation projects against large firms including KPMG and Deloitte, according to a 2024 article.
We did not find a team size, culture details, graduate schemes, internships or entry requirements. Roles in a firm like this would involve consulting, training design and technology, but we did not find a job list. An early report said the company planned to advise on the Apprenticeship Levy and become an approved apprentice training provider; we did not find confirmation of that. Check Ethos Farm's own site for current openings.
Website: www.ethosfarm.com
PURPOSE helps school and university students explore 62 sectors and over 1,000 entry-level careers in the UK, then connects them directly with employers.
Explore PURPOSE