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Carla Thomas is the Business Customer Service Director within Openreach.

With a background of 25 years in service, Carla has enjoyed a variety of roles including direct service in a service desk, service level management, service strategy and transformation.

Carla has a passion for customer service excellence that is demonstrated in everything she does, every single day. Since joining Openreach Carla has been instrumental in driving a culture change throughout the organisation that puts the customer at the heart of everything they do, resulting in a 200 point increase in NPS during her directorship.

The whole approach to customer service in Openreach is now radically different and the voice of the customer has driven that change.


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