Carla has spent her career delivering exceptional customer experiences at utility, telecommunications, financial services, retail, education and not-for-profit companies in the US, UK, and Norway.
Prior to joining the CGA team in 2017, Carla was was Group Marketing Director at Severn Trent, before moving into the role of Group CX Director, setting up their Customer Experience Programme across the UK, US, Europe and the Middle East. She also held senior in-house and consulting roles at Vodafone, Aldermore Bank, Voice Norway, and Cambridge International
Since joining CGA she has been instrumental in delivering successful projects at several of our major clients, including Coca-Cola European Partners (CCEP), the Rail Delivery Group (RDG), Marley, The Telegraph, and Mass Mutual.
Her work at RDG has helped get the rail operators to a point where the whole industry is changing the way it thinks about customers and recognising that they have to change the way they do things given the rapid changes to the operating environment.
Carla also has extensive experience designing and implementing both Voice of Customer programmes and journey mapping projects. She is methodical, people-focused, and results-oriented. She bring clarity to the large and complex challenges her clients face by ensuring the projects she works on have a clear set of deliverables which add value both to clients and their customers.
Carla has an honours degree in English and Media Studies from De Montfort University in Leicester. She also has a post graduate diploma from the Chartered Institute of Marketing and several project management and design-centred thinking certifications. She is also a Chartered Customer Experience Professional (CCXP).
Carla is kept very busy by her young twins but when she can she loves travelling and going to live music and festivals. She is also an avid follower of drag racing, and bemoans the fact that she doesn’t have the cash to race herself.
”At CGA, our focus is delivering value for our clients and their customers at the same time