Gemma Thomas

Gemma Thomas is an accomplished Programme Manager at Sabio since January 2020, focusing on managing and delivering change, overseeing end-to-end projects, and handling internal and external relationships. Noteworthy achievements include the successful implementation of intelligent call routing in a global IVR system and the integration of a federated instant messaging platform with chatbot capabilities. Prior experience at BGL Group from January 2011 to January 2020 includes roles as Digital Delivery Manager, Customer Experience Manager, Project Manager, Team Leader, and Administration Assistant, with responsibilities ranging from managing development teams and delivering change to creating customer journey mappings and process improvement solutions. Gemma has consistently demonstrated expertise in project governance, reporting, and relationship management throughout a progressive career.