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Joshua Middle is a seasoned professional in operational transformation and customer experience management, currently serving as a Senior Manager at both Zepz and WorldRemit since July 2021. Prior roles include quality management at HGS - Hinduja Global Solutions, where responsibilities encompassed reporting, process improvement, and quality assurance for the Money Helper contact center. Joshua also held the position of Customer Experience Analyst at Kleenheat, focusing on complaint management frameworks, and has extensive experience in customer relations management at Barclays, where engagement with high-value clients and complex case resolution were key responsibilities.