Sarah Dennett is Head of Customer Experience for Smith & Nephew GBS in the UK.
Sarah joined the S&N GBS organisation in May 2016.
Prior to that, she worked for the Commercial organisation of S&N for 6 years as the Business Intelligence Manager for the UKI business. She was leading a team of analysts to deliver commercial insights to support strategic and tactical decision making. This included the launch and adoption of the new CRM system and leading the data management process that underpinned the sales and commission reporting process.
Her career spans 18 years in the Lifesciences sector. Including 8 years with Johnson & Johnson in SSC and commercial analytic roles.
Sarah now leads the S&N GBS Customer Experience strategy – a key area that underpins S&N GBS goals to drive efficiency and effectiveness of services by ensuring they are placing the customer – the S&N employee – at the centre of continuous improvement efforts.
This includes leading customer experience VOC activity and supporting GBS activities that drive customer experience improvements.
Sarah is currently working on establishing the GBS Service Catalogue for S&N. This will permit S&N GBS to tailor their offerings and instil a service management approach to key areas of demand.