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Steven Hand is an accomplished professional in the field of customer experience and retail innovation, currently serving as the Head of Retail Innovation at Samsung Electronics. Previously, Steven held temporary leadership roles such as Head of CX at GTR (Govia Thameslink Railway) and contributed significantly as the Head of Customer Experience & Store Development at Waitrose & Partners. Prior to these positions, Steven served as the Head of Customer Experience at John Lewis & Partners and gained valuable experience as a Senior Customer Experience Manager at Harrods.