Francesca Rea

Francesca Rea is a seasoned professional with extensive experience in customer operations and service delivery, currently serving as the Director of Customer Operations at NewDay since May 2014. Francesca has progressively held key positions within NewDay, including Director of Contact Centre & Service Delivery and Director of Customer Service & Service Delivery, where leadership in transforming customer servicing channels and driving digital adoption has been a hallmark. Additionally, Francesca serves as an Honorary Vice President of the Institute of Customer Service since May 2018. Previous roles include Director of Group Customer Experience at BT, Director of Customer Service at Cable&Wireless Worldwide, and General Manager of Customer Services at O2 UK, showcasing a robust background in enhancing customer satisfaction and operational effectiveness across diverse industries. Career origins trace back to GE Capital, where roles included Head of Credit Management and New Business. Francesca's impactful leadership style and commitment to customer excellence have consistently yielded high satisfaction outcomes and successful operational transformations.