60 Seconds with Jodene van Lienden

Tell us about your role and your organisation.
Founded by Jodene van Lienden-Carroll, Open Mind brings a wealth of expertise in multi-national Contact Centres, BPO and Operations. With a proven track record of leading large-scale organisations and overseeing over 4500 FTE, Jodene is renowned for her ability to build high-performing teams and execute large-scale turnaround projects with precision.

At Open Mind, we believe in the power of data-driven decision-making. Jodene's approach is rooted in leveraging data to re-engineer ways of working and challenge the status quo, ultimately delivering unparalleled performance outcomes. Her no-nonsense and direct attitude ensures a focused approach to achieving results.

With a keen eye for measurable success, Jodene excels at translating outcomes into tangible data points across various domains, including commercial success, performance metrics, key performance indicators (KPIs), and employee engagement. This ensures that every initiative is tied to concrete, measurable results.

Open Mind offers a comprehensive range of services aimed at driving significant business transformation. By focusing on building and nurturing high-performing teams, we create an environment primed for success and exceptional performance. We specialise in delivering demonstrable results that align with your organisation's goals and vision.

When you partner with Open Mind, you gain access to Jodene's extensive expertise and a collaborative approach centered on achieving your desired outcomes. We are committed to empowering your business, leveraging our deep knowledge and experience to unlock its true potential.

If you are seeking a professional consulting partner with a proven track record in delivering transformational results, look no further than Open Mind. Contact us today to embark on a transformative journey that will drive your business forward.

Give us a brief overview of your career journey so far.
I'm Jodene van Lienden, and my career journey has been quite an adventure. It all started when I took on the role of a litigation secretary. About a year into that job, a friend suggested I apply for a Team Leader position in an outbound sales call centre. I got the job and stayed in the contact centre industry ever since. One of my proudest moments was being recognized as the youngest operations manager by the West Wales Contact Centre Forum in 2003, all while working at Yes Loans, a subprime lending company. I later joined Virgin Media as a Senior Operations Manager, then took on a much larger role at Optimum Contact Solutions, overseeing over 1000 FTE at just 26.

My journey then took me to Johannesburg, South Africa, working for Merchants, a DiData company. This was a pivotal point where I faced significant challenges as a woman in corporate. Reporting directly to the CEO, I clashed with a client and was ultimately made "redundant." I transitioned into consulting, working for a firm called Ascentys.

Upon my return to the UK, I had the privilege of working for an incredible leader who championed diversity. This experience continued when I joined Amazon, a company known for its commitment to championing women in the workplace. However, my career also led me to a large BPO where I faced severe gender discrimination, becoming the target of a smear campaign. I took legal action and, through this process, discovered significant gender pay disparities that I was determined to address.

This experience ignited my passion for championing change, particularly in how women are treated in the workplace. Now, I empower women to navigate the corporate world, equipping them with the skills and tools to excel in their roles and ensure their voices are heard, all while working to eliminate the injustices I've witnessed throughout my career.


Describe yourself in 3 words.
Strategic, Empowering and Curious

What is one skill that helps you most in your role?
Leading

What advice do you have for women in your sector/industry/type of role? 
Visible work is rewarded, get visible, don't shy away from challenges or public speaking opportunities.  Shine

Are there any exciting plans in the year ahead in your organisation that you can share with us? 
I am launching a female only leadership course

Who has been your biggest career inspiration and why?
Madonna, because of her unwavering passion.  She has over $850m to her name but she still goes on tour, sells out and performs as if her life depended on it, because its her passion, her purpose.

If you had to pick your soundtrack song to get you through the working day, what would it be?
Jericho, Inniko

What's your favourite break-time snack?
Salt and Vinegar Chips

How can you fellow WIB members keep up to date with you and your organisation?
Connect with Jodene on LinkedIn
Join the Open Mind Coaching Circle on Facebook
Visit www.openmindconsulting.co.uk