David Horan

Background

About David Horan

With over a decade of experience in elevating service quality and customer enablement, I specialise in transforming support organisations through data-driven insights and innovative methodologies. My career journey has taken me from hands-on customer advocacy at LinkedIn to leading global quality intelligence teams that leverage natural language processing and competency-based coaching frameworks. I thrive on building scalable, impactful programs that not only enhance customer experience but also empower teams to excel. As a strategic leader, I have guided multiple transformations within LinkedIn’s post-sales organisation, from developing unified quality frameworks to integrating advanced analytics tools like Qualtrics and Gong. My focus is on fostering a culture of continuous improvement, where coaching to key competencies and delivering actionable insights leads to measurable success at scale. Beyond my core roles, I am passionate about sustainability and conscious leadership. As a Go Green Site Lead and Conscious Business Facilitator, I’ve driven initiatives that align with my values of ethical impact and personal growth. I bring this same commitment to every professional challenge, ensuring that the teams I lead are not only high-performing but also purpose-driven and future-focused.