Leanne Kerry

Head of Customer Experience Manchester Airport Group

A Lean Practitioner and Six Sigma Black Belt, Leanne is passionate about efficient customer centric service design and delivery. Leanne started her career in the public sector working within a number of local authority organisations striving for demonstrable outcomes for customers based on effective community engagement and sound insights. Since joining the private sector in 2015 Leanne has worked as a Management Consultant within Central Government for both the Ministry of Defence and HMRC, before leading a Customer and Digital Experience Improvement programme for utilities company, Northern Powergrid, which saw the Distribution Network Organisation capitalise on sustained improvements in customer satisfaction. Since undertaking her current role within MAG-O, the ‘Online’ enterprise for Manchester Airport Group, Leanne has focussed on improving voice channels, by driving efficiencies in call answer rates and call handling behaviours, creating a onmi channel offering for both customer service and sales with the convenience of telephony self-serve via a dynamic Interactive Voice Recognition (IVR) facility.