As the Director of Customer Experience and Transformation at Serco, Laura Wilkinson leverages over 15 years of diverse experience across both public and private sectors to spearhead initiatives that enhance customer engagement and drive strategic outcomes. With a Master’s degree in Design Futures, Laura brings...
As the Director of Customer Experience and Transformation at Serco, Laura Wilkinson leverages over 15 years of diverse experience across both public and private sectors to spearhead initiatives that enhance customer engagement and drive strategic outcomes. With a Master’s degree in Design Futures, Laura brings a unique blend of creativity and analytical thinking to her role, focusing on service design and co-design methodologies that prioritize user needs and expectations. Her leadership is instrumental in transforming the customer experience across various business units, including justice, facilities management, citizen services, and health.
In her current position, Laura is responsible for orchestrating significant change initiatives that impact the entire value chain. She leads a dedicated team committed to market shaping and the development of innovative solutions that not only meet but exceed customer expectations. By employing her expertise in organizational design and change management, Laura ensures that Serco remains agile and responsive to the evolving landscape of customer needs.
Key projects under her guidance include the implementation of comprehensive training programs and workshop facilitation sessions aimed at empowering teams with the skills necessary for effective service delivery. Laura’s strategic planning capabilities enable her to align organizational goals with customer-centric approaches, fostering a culture of continuous improvement and excellence. Her passion for delivering exceptional customer experiences is not just a professional commitment; it is a driving force behind her efforts to create meaningful transformations that resonate across the communities Serco serves.
