Director - Customer and Digital
An experienced senior manager and change agent, Kelly is passionate about all things customer. With 15 years' experience in leading, motivating and inspiring teams to deliver better outcomes for customers and organisations, Kelly joined Human Engine from her previous role as Head of Customer Experience for a large local authority. She has experience across all aspects of customer, including operations, analytics and insight, access and channel shift. She has led projects that have transformed the customer experience through technology, including major CRM upgrades and online service design, and through culture change, leading customer-focused training and employee engagement initiatives. Kelly now leads Human Engine’s Customer and Digital practice, bringing a customer-centric ethos to all of our work, with a particular focus on:
Customer service operations
Customer analytics and insight
When Kelly isn't busy with work, her family or her beloved Labrador Hope, you will find her relaxing with a book or out spending time with her other two loves, food and friends.