Emma L. in

Emma L.

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Head of Customer Operations, Home Services at OVO
📍 Dalgety Bay, Scotland, United Kingdom

Emma is a senior customer experience leader with over 24 years of experience in banking, insurance, and pensions. A graduate of the University of Chester, she specializes in leading large operational teams and managing both in-house and outsourced partner relationships to deliver strong business results.

While at Lloyds Banking Group, she led a telephony banking division of 1200 colleagues with an £18m budget, driving significant cost reductions and improving both colleague and customer engagement.

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Experience
28 Years
Current Role
Head of Customer Operations, Home Services
Job Level
Mid-senior
Location
Dalgety Bay, Scotland, United Kingdom
Personality Overview

How Emma shows up

Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Emma cares about

Customer Centricity
Her profile highlights customer centricity as a key personal attribute, with a career dedicated to customer service and experience across multiple industries.
Operational Leadership
Has a proven track record of managing large-scale operations, including a team of 1200 colleagues and an £18m budget at Lloyds Banking Group.
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Career

Work history

11-2020
Head of Customer Operations, Home Services
OVO
6-2015 - 10-2020
Senior Manager
Scottish Widows
2014 - 2015
Acting Head of Telephone Banking
Lloyds Banking Group
2013 - 2014
Senior Operations Manager
Lloyds Banking Group
2008 - 2013
Service Manager - Credit Cards
Lloyds Banking Group
In the press

Media appearances

Emma L. - Head Of Customer Operations, Home Services at Ovo .... Featured in TheOrg.com
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Education
1995 - 1998
Bachelor's degree
University of Chester
1993 - 1995
A - levels
Sir John Deane’s colleage
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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