Tenancy Deposit Scheme (TDS) has appointed two key senior figures.

François Josserand takes on the role of chief technology officer (CTO) while Louise Walton joins as head of customer experience.

The majority of TDS’ business operations – registering deposits, adjudication and releasing deposits – is now done online. The company has recently been re-accredited with the government award in Customer Service Excellence – a scheme set up by the Cabinet Office which tests customer service delivery, timeliness, information, professionalism and staff attitude.

Josserand (pictured) joins TDS from the Royal Institute of British Architects (RIBA) and brings 18 years’ experience of board-level strategic and operational change. Josserand has worked in the private, public and not-for-profit sectors and has a background in business and digital transformation.

Walton brings 35 years’ experience with her to TDS. She has a wealth of knowledge in customer service experience, leading transformational customer change, developing teams and creating centres of excellence. She now takes up her full-time position looking after both the TDS Insured and TDS Custodial Operational Teams.

Josserand said: “As more agents, landlords and tenants access our digital solutions, it’s crucial that we constantly improve on our delivery.

“TDS is at a key point in its development and we are strengthening our technology offering to the private rented sector. As CTO, I will lead our technology teams to both shape and deliver the digital transformation of all aspects of the business.

“I’m thrilled to join TDS at such an exciting time for the future of the company. Our members are at the heart of everything we do and I’m looking forward to working with Louise and the rest of the organisation to deliver our digital transformation.”

Walton added: “TDS is now very much a digital company but with a personal and accessible touch – an ethos which can only be realised through technological and customer service excellence.

“Ultimately, we aim for our online systems – such as deposit registration, requesting your deposit back or submitting dispute evidence – to be as user-friendly as possible. I will be working closely with François and his team to continue to improve the customer journey. We will be liaising directly with our members to find out what changes we can implement to help make deposit protection as straightforward and customer-centric as possible.”