Jen Sharp has worked in logistics for over 20 years, with the majority of her career spent in commercial roles. Nearly four years ago, she made the transition to Customer Service and took on the role of Vice President of Customer in 2025. Jen is dedicated to balancing the creation of empowering, people-focused working environments while driving exceptional customer experience through a “Think Digital” approach. 

Nikki North is a seasoned Intelligent Automation leader with over 18 years of experience delivering technology-driven transformation within the Financial Services sector. As Intelligent Automation Product Manager at NewDay, she has successfully led automation projects from delivering traditional cost saving use cases into new strategic directions which leverages all Intelligent Automation technologies, thus proving concepts and value and enabling significant platform technology change.

Teresa Restucci is the Head of Global Engagement Centres at British Airways, overseeing their worldwide customer service network. She drives high-performing operations while delivering transformation initiatives in a fast-paced, weather-dependent industry. A data-driven problem solver, Teresa enhances efficiency through strategic insights while managing international teams to address immediate challenges and advance long-term transformation goals.

Vicky Williams leads initiatives that combine lean methodologies with digital innovation to enhance member experiences. With over nine years’ experience in service delivery and organisational transformation — including senior roles at BT — she brings a practitioner’s lens to the challenge of embedding AI in member-focused environments. At Disrupt, Vicky will share how Benenden Health is approaching AI-powered digital transformation with members at the heart of every decision. 

Colin Goodbody brings over 20 years’ experience transforming complex customer operations, with a passion for using technology and AI to remove friction and create experiences that build lasting trust. At Bromford, he has led a significant contact centre transformation, empowering teams with the tools and autonomy to deliver faster, more effective service. He is a customer-first leader who turns insight into action.

In May 2014, Francesca joined NewDay, her title was Director of Customer Operations and she was a member of the Senior Leadership team running the teams across E servicing, mobile App, Digital Messaging, Customer Service, Complaints, Underwriting, Collections and Optimisation until end March 26 where she drove a transformation to move the business towards greater Digital Adoption and executed many AI trials across the operation. 

Prior to that Fran worked at GE Capital, Axa Life, Telefonica O2, Cable & Wireless Worldwide and BT and as an experienced Leader, has lead successful transformations and created award winning customer service experiences culminating in winning the Excellence award and the Best Leadership Team awards with NewDay at the UK NCC 25. Fran’s strengths lie in driving enhanced Customer Experience through a strategy that relies on Customer insight to transform service and people experience in a cost effective way using technology, automation and digital applications to enhance customer journeys.