Carla has over 20 years’ experience working within large servicing transformation environments and a passion for delivering brilliance for customers.
Carla joined Lloyds Banking Group in November 2025 from Openreach where she was accountable for a large service organisation and has held roles at all levels in customer service organisations both direct and in strategy and transformation.
As the BCB COO Banking Operations MD, Carla provides services to business customers through a team across the UK and overseas, supporting the customer journey at every stage from onboarding to offboarding. She is also responsible for customer experience improvement through continuous improvement of resilient customer processes, colleague wellbeing and leading cultural changes across her teams.
In addition, Carla is accountable for large elements of the BCB and CIB digitisation and growth strategy, and their timely and value-generating delivery.
Carla also serves on the board of the British Quality Foundation (BQF) and a small charity which supports sexual abuse survivors.
Carla lives in Shropshire and outside of work she enjoys weightlifting, good food, family time and all things musical and literary.
