I am Head of Change at Charles Tyrwhitt, where I lead the contact centre change and technology strategy, managing a team of change analysts and delivering transformation at scale.

I have led the end-to-end redesign of our contact centre technology ecosystem - implementing a new CCaaS platform and deploying an AI Virtual Assistant across five international markets.

This transformation programme fundamentally reshaped how we serve customers and support our teams, embedding AI into the operational core of the business. My most recent transformation programme won 4x ECCCSA awards including Gold for Best CX Redesign and Best Supporting Team (Change Management Team).