Norma O'Neill

Norma O'Neill is a seasoned professional with extensive experience in business architecture and change management within the telecommunications sector. Currently serving as a Business Architecture Senior Specialist at Three Ireland since January 2007, Norma has led numerous large-scale telecom programs with a strong focus on customer experience, defining requirements, CRM design, readiness planning, and acceptance testing. Prior to this role, Norma demonstrated expertise as an Escalation Specialist at Telefonica, where responsibilities included managing high-profile complaints and establishing the foundations for the Customer Recovery function. Early career experiences include roles in claims administration and credit analysis across various organizations, supplemented by a CIM Diploma and a Diploma in International Trade from Limerick Institute of Technology.