Jordan Hornby-Turner

Jordan Hornby-Turner is the Workforce Optimisation & Outsource Manager at Nespresso UK&I, with over a decade of experience across customer experience, workforce planning, operational leadership and business transformation. Having progressed from frontline customer service roles to leading workforce strategy and outsourcing partnerships, she brings a unique perspective on balancing efficiency, cost, employee engagement and customer outcomes. Jordan has led major operational improvement initiatives, technology implementations and contact centre transformation, while remaining passionate about developing people and creating high-performing teams.