Nikki Powell

Nikki Powell is Director of Citizen Contact Service Delivery at Capita Public Service, leading large-scale customer operations and transformation programmes across local government, healthcare and central government services. With more than 20 years' experience in customer experience, operational leadership and service transformation, she specialises in delivering customer-centred change while maintaining operational excellence. Nikki is particularly passionate about AI, digital innovation and creating modern, accessible services that improve outcomes for both citizens and colleagues.