Joanna brings over 20 years of experience in Customer Operations and Technology, with a strong track record in delivering CX strategies, tech implementations, and operational improvements across UK and global businesses. Her expertise spans CRM, contact centre management, voice of customer programmes, and customer engagement solutions.

Currently Head of Customer Experience at CityFibre, Joanna leads a team driving data-led transformation across the company. She focuses on creating customer-centric, self-serve solutions that enhance growth and profitability through ‘humanised’ automation, setting new CX standards in telecoms.

Joanna has chaired awards and actively participates in customer forums. She also leads CityFibre’s Gender Network, advocating for gender equality and women in tech.