Customer experience ambassador in the spotlight

Tuesday 27 August 2019

Tamara O'Brien, who led a campaign to reshape JT customers' experience through pioneering digital technology, has been shortlisted for her leadership at the International Customer Service Awards.

Ms O'Brien, who is JT's Group Head of Customer Experience, led on a company-wide training initiative, based around JT’s own customer feedback and insight, so that every one of JT’s team understood the value of real customer loyalty and satisfaction.

She also led on the creation of an exclusive JT App to help support that customer experience. 

“Over the last few years, JT has been on a journey to transform itself from a local telecoms provider to a world class communications brand.  Our purpose is to connect our islands and our customers to their future, and it is crucial for us to bring our people and our customers with us," she said. 

"On a personal level, I am honoured to have been named as a finalist however it’s the hard work and commitment of all our teams, across the company, that has got us here. We empowered our people to believe in themselves and show them the vital role each one plays in supporting our customers.

"Our goal was to shift our culture in every area of the business so that the first question on everyone’s mind, no matter what their job, was and remains, ‘how will our customers feel about this’"

Now in its second year, the International Customer Experience Awards recognise inspiring organisations which are delivering an outstanding customer experience across the world.

Pictured top: Tamara O'Brien