Darren oversees Field Service Transformational service programmes for BT Business Field engineers. He focuses on digital solutions to support them, coupled with driving customer experience, carbon reduction, and customer journey management initiatives. He collaborates with BT Business Sales and BT Business Service teams to ensure that they are aware of sales/service issues experienced by BT Field Service engineers when they visit customers’ premises. Through his CX and customer service work, he has led and supported BT Business teams and individuals to win 4 Gold Awards, 2 Silver Awards, and 1 Bronze Award at various UK Customer Experience Award events. He has also been ranked in the top 20 CX professionals by CXM online magazine over the last 3 years.