Nicola Thomas is a seasoned professional in customer experience management with extensive experience spanning nearly two decades. Currently serving as the Senior Customer Experience Manager at First Central since January 2024, Nicola previously held the role of Customer Experience Insight Lead at Yell from August 2021 to January 2024. Prior to that, a significant tenure at British Gas from October 2004 to August 2021 included various positions such as Transformation Customer Strategy Manager, Contact Strategy Analyst, PMO Lead, and Team Manager, focusing on areas like voice deflection and digital solutions, financial crime, and debt reduction programs. Nicola began the career at British Gas as a Customer Service Specialist and PA to the Director of Scottish Gas, showcasing a strong foundation in customer service and energy expertise.
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