Nicola is one of Ember’s Senior Consultants, with an impressive track record of improving business and revenues through the design and implementation of customer focussed initiatives, process change and new technology. Formerly head of customer service at BskyB and sales centre director at Thomas Cook, she has a wealth of frontline experience managing customer contact centres and operations. She applies that to lead projects for Ember involving business transformation, technology selection – particularly around digital self-service – and developing effective target operating models. Recent projects have seen her support and advise the likes of Ikea, Travelport, the Financial Times and NFU Mutual.Contact me
Something to be proud of
Nicola worked with Travelport and recommended initiatives costing £5.144m which identified benefits of £10,251 over 5 years and ROI of £5.107m over 5 years or 99%.