My name is Donna Czyzewski and I currently work for IAG (International Airlines Group) Loyalty, as Head of Customer Contact. My role is focused on creating a strategy that will provide a brilliant customer experience for our Groups most Loyal customers. And to lead the teams within the contact centre to deliver this experience. I have spent most of my career within the airline industry having spent 17 years in British Airways carrying out various roles. I had the opportunity in that time to lead the US Customer Contact organisation where I spent 3 years living out in the US. I have also spent time in People roles, mainly as a HR Business Partner for BA digital and retail teams. My ambitions are always centred on providing a positive customer and colleague experience within an organisation.

As Contact Centre Transformation Change Lead I am responsible for identifying opportunities to create efficiencies and synergies within the IAG Loyalty Contact Centre using automation and innovation. I’m also an Agile Coach supporting colleagues across the business in adopting agile practices and methods whilst embedding agile values and mindsets.

As Sales Manager, I am responsible for driving the commercial performance on our global redemption bookings in IAGL CC

I have 10 fantastic Team managers who manage our homeworking operation.

I am also responsible for retaining the new talent we bring into our business by ensuring we offer our Rookies the very best support throughout their first year with our company

Nick Elston is one of the highest-profile and leading Inspirational Speakers on the Lived Experience of Mental Health.

In life, we can either let our adversities, our challenges, define us negatively for the rest of our lives…or…we can choose for it to forge something beautiful, something powerful – something that never would have existed without you going through your ‘stuff’ in the first place.

Described as a ‘BIG man, BIG heart, BIG story & BRUTAL honesty!’, ‘Utterly inspirational, absolutely engaging!’ and ’10/10 – a Speaking Masterclass!’ – Nick shares his experiences of Mental Illness, Mental Ill-Health & Breakdown worldwide – through his powerful, inspiring, engaging & emotional talks.

Most importantly, Nick shares his ‘Lived Experience’ through insights, tools, tips and techniques on how to manage Anxiety in Life, in Business – to implement immediately.

In his own words, Nick says ‘I see Lived Experience as the vehicle that takes individuals and organisations from the problem to the solution – but it’s NOT the solution.