Michelle Lancaster

Michelle Lancaster possesses extensive experience in operational leadership and change management within the retail and contact center environments. Since October 2015, Michelle has held several senior positions at Sainsbury's, including Head of Change, where responsibilities include overseeing change activities across Contact Centres, and Head of Retail Excellence, focusing on improving customer service metrics. Previously, Michelle served as Head of Site for Sainsbury's Argos Customer Management Centre, leading a large team and ensuring high performance in customer service and operational KPIs. Beginning in September 2002, Michelle also contributed to Home Retail Group PLC, holding roles such as Service Development Manager and Customer Service Manager, where a focus was on performance improvement and strategic initiatives in a multi-site contact center setting. Michelle holds an HND in Travel and Tourism from Stafford College.