Shanna Pedersen is Head of Customer Experience for the corporate division in BT Enterprise and is responsible for setting the strategy and creating an ambitious vision to transform the organisation by building a customer-centric culture and ensuring that the voice of the customer is central to decision making.

With a career centered around customers and delivering first class service, Shanna has a breadth of experience including leading teams in operations, sales, strategy and service. She is currently delivering industry leading improvements in NPS (Net Promoter Score) and has helped to transform her part of the business into a role model division.

Shanna brings energy into everything she does and is driven by bringing the best out in the people as an active mentor, leader and coach. She believes in life-long learning and as part of her own continual development is currently completing a Masters at the University of Cambridge.

Shanna lives in London and is married with two children, spending her spare time travelling and keeping active both from an exercise and social perspective! Particularly passionate about environmental concerns, she is a yoga-loving vegetarian.