Louisa Hillaby
Our Driving Force: Meet Louisa
Learning & Development Specialist for Customer Experience
Helping colleagues grow through training, coaching and customer experience development. From frontline experience to L&D leadership, Louisa brings energy and insight to her role.
Driving Customer Experience Excellence: Meet Louisa Hillaby
Meet Louisa Hillaby, a passionate Learning & Development Specialist for Customer Experience who’s been helping shape Group 1’s customer experience journey since joining in August 2024.
Originally part of the Inchcape team, Louisa started her journey in 2022 as a Group Aftersales Trainer and has brought her energy, insight, and frontline experience into her current role.
A typical day in the life…
Monday mornings begin with a very early alarm in rainy West Yorkshire, followed by a drive to our central office in Milton Keynes. Once the sun’s up, Louisa checks in with fellow L&D Specialist Naomi to align on the week’s plans.
Upon arrival, the first stop is the coffee machine - and maybe a cheeky visit to the pick ‘n’ mix station - before setting up the Academy room for our sales and aftersales colleagues.
Working alongside subject matter experts from across the business who generously share their time and insights with new starters is a highlight. The day ends on a high with a director-hosted welcome dinner which is a great chance to connect, share stories, and set the tone for a successful journey at Group 1.
“Every day in L&D looks a little different, but this one sums it up perfectly: people, learning, collaboration, connection and plenty of laughs!”
Starting her engine in automotive
Louisa entered the motor trade at 18, intending to earn money, travel, and head to university. But the motor trade had other plans! Eight years on site in various roles taught her the value of customer relationships, teamwork, resilience, and the importance of every role in shaping the customer experience.
Eventually, she transitioned into the Learning & Development team- something she’s always wanted to do - and brought with her a wealth of frontline knowledge about what makes a good leader, and how to support colleagues in a practical, people-focused way.
“I grew up always wanting to be an author, although I quickly realised I don't have the creativity or determination to write a full book. That said, I do think a book or documentary about the motor trade would be amazing - I have lots of stories and there’s so much that goes on behind-the-scenes that people don’t usually see!”
Colleagues can come to me for…
✅ Training and skills development
✅ Induction support
✅ Coaching and mentoring advice
✅ Access to learning resources
✅ Continuous development queries
“Honestly, colleagues can come to me about anything; I might not be able to help them, but I’ll always point them in the right direction.”
Why Group 1?
“Group 1 is committed to developing people. I get to support colleagues through training, watch them grow, and celebrate their progress. Playing a small part in their success stories is what makes me proud every day.
One piece of advice I’d give to someone looking to work at Group 1 is - say yes to every opportunity and don’t be afraid to ask for the development you need. Group 1 invests in its people and rewards those who want to grow. In L&D, being curious, approachable, and passionate about helping others succeed will take you a long way.”
If Louisa won the lottery tomorrow, a Porsche 911 Targa 4S would be top of her list - alongside a luxury holiday with her friends!
At Group 1, we believe our people are our most important asset - the driving force behind everything we do.
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