Articles - Emma Newell
Emma Newell is Head of Customer Care Operations at the Financial Times.
She is an experienced Customer Care leader with a proven track record in driving operational excellence, enhancing customer experience, and leading high-performing teams.
Currently Head of Customer Care Operations at the Financial Times, she helps shape strategies that deliver measurable impact. Passionate about innovation, she champions the use of AI and technology to transform service journeys and empower frontline teams.
She thrives on sharing practical insights, fostering collaboration, and highlighting the strategic value of customer care in building lasting relationships with customers.
