Phil Baker

Phil Baker is an accomplished professional with extensive experience in customer experience, operational change, and workforce management across various industries. Currently serving as Customer Experience Lead at NatWest Group since July 2020, Phil also focuses on delivery improvements as Optimisation Lead. Prior roles include Contact Centre Consultant at Operational Metrics Limited, Head of Global Planning and Optimisation at Travelport, and Transformation Director at Brightside Insurance. An MBA graduate from the University of Warwick and holder of an MSc from Imperial College London, Phil has held significant positions in companies like Barclaycard, Capita Insurance Services, and Computershare Investor Services, demonstrating a strong background in strategy, planning, and continuous improvement.