As Chief Customer Officer at Tesco Mobile, Laura champions the end-to-end customer experience across the full funnel and lifecycle. Her role focuses on transforming how the organisation considers and engages with customers at every stage, using insight and data to shape compelling propositions, deliver excellent service, and create relevant, personalised experiences across physical and digital channels to build loyalty and drive growth.
Laura brings more than 25 years’ experience across telecoms, financial services and retail, with senior leadership roles spanning digital, customer experience, product and commercial functions. She began her career at BT and later joined Demon Internet during the early days of mass internet adoption, where she saw first-hand how exceptional customer experience can act as a powerful commercial differentiator. Since then, Laura has led cross-functional teams across product, marketing, sales and customer operations, shaping customer-centric propositions that deliver sustainable competitive advantage. Prior to joining Tesco Mobile, she led Digital Platforms and Customer Experience for Barclays Business Bank, and subsequently established and ran the Customer Experience directorate at Post Office Ltd.
A self-confessed technology geek, Laura is equally passionate about people and culture. She is a strong advocate for Equality, Diversity and Inclusion, having coached with Teach First and the Oxford University Springboard programme, co-founded Barclays Digital Women, and chaired the Post Office EDI Council.
Outside of work, Laura is a regular gym-goer and lives in NW London with her husband, three children and dog. Passionate about music and an enthusiastic home cook, she enjoys dancing, baking, reading, long walks, and hosting friends and family around the table.
