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Sarah B. is an accomplished professional with extensive experience in customer experience management and operational leadership. Currently serving as the Head of Customer Experience and Head of Ovo Care at OVO since January 2016, Sarah has played a pivotal role in designing and implementing the company's Agile Target Operating Model for large-scale operations. Prior to OVO, Sarah held various leadership roles at National Accident Helpline from January 2010 to May 2014, where responsibilities included managing a Contact Centre and driving service excellence. Sarah’s career also includes significant positions at TalkTalk, where expertise was gained in customer service management, team development, and retention strategies from July 2004 to January 2010.