Director, Business Operations EMEA - Consumer and Shopper Engagement, LEGO
I have always had two missions throughout my career in the customer experience industry:
– To understand and be the voice of the customer.
– To make sure the people around me enjoy coming to work.
As an individual I am values driven and I operate in a way that encourages honesty, inspires collaboration and empowers everyone to make their own decisions and prioritise personal development. I am passionate about employee engagement, contact centres and the career opportunities that the customer service industry can provide.
During my career I have worked for well known UK brands and have led:
– Large, complex multi-site operations
– Significant business transformation programmes, including culture change
– Specialist remote teams, including project teams, supporting global partners
– Long term strategy development and planning
I have also spent time at one of the largest global CX Outsourcing Organisations in the world as a Senior Account Director. Running a team of Account Directors and having accountability for a number of strategic accounts.
I am now working at the LEGO Group, leading multilingual customer engagement teams across EMEA. A great role in a company that prioritises colleague engagement.
I am able to build and develop talented teams and have the privilege of leading and have led some amazing people. Some of the great work achieved has been recognised in a number of European and UK Contact Centre and Customer Service Awards. I am immensely proud that my commitment to the contact centre industry was recognised in 2023 & 2022 by placing 8th & 12th in the Customer Experience Foundation (CXFO) Power 100 list, signposting my contribution. I was also recognised in the top 50 women shaping CX in the Customer Experience Alliance 2024 list.
I am a lifelong learner. Since completing my Masters in Leadership at Henley Business School I have taken up a voluntary role as Chair of Alumni Learning Events Group, enabling me to keep up to date with the latest research and meet some extremely talented people to learn from. I have also continued my exploration into neuroscience and am fascinated by the positive impact it can have on employee engagement and business success.
I seek out interesting connections and conversations to keep learning, so if any of this resonates please connect with me.
