Abby Thomas

GEM Customer Journey Transformation
As Director of Transformation I am responsible for designing, trialling and deploying the customer experience for new products (spanning BT's online, contact centre and retail channels for all of our consumer products), and developing and embedding change programmes for the benefit of our customers. I am focused on new product development and launches, digital transformation (including app development) and operating model / systems / process improvement and innovation. Previously I worked in EY's TMT practice to design and implement sustainable change programmes. I specialised in working with online and commercial functions (digital, sales, insight, pricing) to improve the customer experience whilst also driving a step change in business performance. My clients were multi-nationals and / or FTSE 100 companies, spanning both B2C and B2B. Prior to that I worked as a Director at Mouchel (following the acquisition of my previous employer Hedra), a business services company, where I led the Strategy & Customer practice. During this time I worked in the U.K. and the UAE. From 2000 to 2005 I worked for Accenture within the Strategy & Business Architecture team, from both the London and Paris offices. My industry experience includes TMT, retail, consumer goods, and utilities.