Carrie Brough

As Director of Strategy & Operations, Carrie leads customer experience transformation programmes across EMEA, bringing together deep operational expertise with a practical, outcome-focused approach.

With over 20 years’ experience, she works closely with organisations to design and deliver customer-centric strategies that create real, measurable value — spanning everything from operating model design and service transformation to AI-enabled knowledge management and large-scale change. Carrie is known for building high-performing teams and strong, trusted relationships with stakeholders, helping businesses make confident decisions and embed change that truly lasts.

Carrie began her career in operational leadership roles within telecoms and retail, building a strong foundation in customer service excellence, and holds APM Project Management certification alongside multiple CX accreditations. Outside of work, she is an avid reader, particularly of sci-fi and thriller novels and places family firmly at the centre of her world, valuing the balance and perspective it brings to a busy and rewarding career.