Emma Pamplin in

Emma Pamplin

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Director Customer Excellence at National Grid
📍 United Kingdom

Emma Pamplin is the Director of Customer Excellence at National Grid, specializing in strategic transformations for global companies like Miele and BT. She has extensive experience leading large, international teams in both contact center and field service environments. Colleagues describe her as a strong, strategic, and influential leader who excels at mentoring and driving cultural change.

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Experience
24 Years
Current Role
Director Customer Excellence
Job Level
Mid-senior
Location
United Kingdom
Personality Overview

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Communication Style
Decision Approach
Work Preference

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Priorities

Topics Emma cares about

Customer Excellence
Her entire career, including her current Director role at National Grid, is focused on creating and implementing enterprise-wide customer service innovations and embedding a customer-first culture.
Operational Transformation
She has a proven track record of leading major operational transformations at companies like BT and Miele, driving significant cost improvements and bringing structure to fast-changing businesses.
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Career

Work history

7-2024
Director Customer Excellence
National Grid
9-2020 - 9-2024
North West Europe Service Director
Miele GB
10-2013 - 12-2019
Director BTC and BTB Customer Services
BT
2012 - 9-2013
Director, BT Consumer High-Level Complaints & Specialist Services
BT
2010 - 2012
General Manager, BT Consumer Customer Experience
BT
In the press

Media appearances

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Education
Business Studies
Sheffield Hallam University
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

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