Nicola Harris

Biography

Nicola Harris an independent adviser on the Customer Experience Committee at HMRC and Leeds Building Society’s Head of Customer Experience. Nicola is responsible for the customer experience for all members of Leeds Building Society and for defining the UK customer experience strategy for all of the society’s products and services. Nicola was appointed to the Leadership team for Leeds Building Society in 2023 with responsibility for all consumer experiences across multiple channels: digital, voice and branches.

Before joining Leeds Building Society, she held a position heading up Customer Journeys for Virgin Media O2, managing end-to-end experience for cable, TV, broadband and mobile services. Nicola has held many roles across strategic, operational and innovation functions in sales, service and marketing divisions.

Nicola was awarded the Customer Experience Leader of the Year award in 2021 by UK CXA, alongside awards for building a Customer Centric Culture and Putting Customers at the Heart of the Business. She also sat on the Diversity, Equity and Inclusion network for Virgin Media O2 up until October 2023.