Susan Wilkinson

Susan Wilkinson is currently an Account Director at Concentrix, a global customer experience services company. They have extensive experience in B2C and B2B customer contact center operations across multiple distribution channels, including retail and e-commerce. Past leadership roles include Head of Customer Service and Customer Relations at Thomas Cook, where they managed outsourced partners and were accountable for performance against SLAs and KPIs. With a focus on operational optimization, customer satisfaction, and employee engagement, Susan is recognized for delivering outstanding results in fast-paced environments. They hold a BA (Honours) in Financial Services from Napier University.