Kelly McFarlane

Kelly Macfarlane is Managing Director, Customer Service at Thames Water

Kelly McFarlane

Kelly joined Thames Water in December 2016 and took up the role of Managing Director, Customer Service and Retail in March 2017. In April 2018, following our recent business re-organisation, Kelly‚Äôs role evolved to become Managing Director of Customer Experience. Kelly is responsible for all customer interfaces at Thames Water, including leading our Wholesale Market Services division and has group wide responsibility for the design and delivery of our customer service and engagement strategies. 

Kelly previously worked at Openreach, the infrastructure division of BT Group from 2008 and has significant experience managing customer service operations and infrastructure in regulated environments. She has demonstrable track record of achieving strong operational results and service transformation having held a variety of key regulatory, commercial, and operational roles at Deloitte Consulting, Tiscali and npower. 

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