Laura Franklin

My role of a strategic leader in local government is dedicated to transforming the customer experience through innovation, empathy and operational excellence. Within the organisation I am the Senior Manager in Customer Experience responsible for the Blue Badge Service, our corporate Receptions and the Customer Service Centre. With a proven track record in public sector service delivery, I have led major initiatives to redesign the customer journey – making services more accessible, responsive, and inclusive for our customers, achieving a 61% operational cost reduction to the organisation all by empowering our people and putting the customer at the centre of their journey. I have led people centred transformation, rebuilding team culture, strengthening engagement, and aligning our ways of working with industry best practices resulting in fully integrated, cohesive services and a 90%+ rate of customer satisfaction. Recognising the evolving needs of digital innovation, I am strategically