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Network access provider Openreach has moved to improve how they engage with UK communication providers (e.g. broadband ISPs) and their customers by making a series of organisational updates, which they hope will deliver an “even sharper focus on customer experience and end to end operational performance“.
The first step in this involves the creation of a new Customer Experience team, bringing together several parts of the business already dedicated to service and transformation. Surinder Khatter, Managing Director within Service Delivery, has thus been appointed Chief Customer Experience Officer (CCEO) to lead this new unit. “Surinder will oversee how we manage every stage of the customer journey, from getting customers onto our network quickly and easily to the communications they receive and the behind-the-scenes processes that keep services running smoothly,” said the announcement.
Openreach are also unifying all their service engineering capability into a new Service Operations team. This will be led by Pete Stewart, currently MD of Service Delivery, GB Operations. The new unit will bring together UK Operations, their FTTP service engineering teams, the Complex Engineering teams responsible for maintaining the copper network, and their Civils teams.
Openreach Statement
By bringing these teams together, we aim to deliver an even more joined up, efficient and responsive service. This will help us connect customers faster and more effectively, while continuing to improve the day-to-day experience for the people who rely on our network.
Engineers in this structure will benefit too, with access to a broader mix of work and more opportunities to build new skills. This approach helps us preserve essential copper expertise while continuing to grow and strengthen our fibre capability across the network.
The changes will come into effect on 1st April 2026.