Shanna Pedersen is Head of Customer Experience for the corporate division in BT and is responsible for building a customer-centric culture and transforming the way they do business.
With a career centered on the customer, Pedersen has extensive experience in telecoms and has held a breadth of leadership roles in operations, service, sales and strategy. She is currently delivering industry leading improvements in NPS (Net Promotor Score) and has helped transform her part of the business into a role-model division.
Pedersen believes that customer experience is about the size of the gap between the customer’s expectation and what is delivered. She is passionate about focusing on how the organisation can close or even exceed in closing that gap in order to delight customers and through this to deliver growth to the business.