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Liz Fairburn, Customer Experience Director at the Department for Work and Pensions joined DWP in March 2022, having previously worked in Financial Services – mainly Direct Line Group (DLG) for the previous 25 years. Her career, so far, spans a wide range of roles – from Operations and Customer Experience to Learning and Development, with a proven track record for developing people. She has spent several years in senior roles, working closely with other senior Leaders and Executives.

Liz has a personal purpose of ‘driving positive change’ and a real passion for customers and people, which is why she loves working in Customer Experience and driving tangible improvements whist delivering a shift in culture.

She currently leads a diverse team within Customer Experience Directorate, made of 5 distinct Deputy Directorates, all with a slightly different focus on their customers – including Advanced Customer Support, Customer Experience Strategy and Standards, Customer Experience Insight Research and Analytics, Customer Experience Centre of Expertise and Disputes Resolution Service.

With a constant focus on the customer, Liz and her directorate strive to support the 3 Departmental outcomes while building capability to drive continuous improvements.

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