When Natalja Nicholls became a Customer Experience and Change Analyst at NCFE, she wasn’t taking an established role. She was shaping it from scratch. Having started as a part-time customer support agent seven years ago, she had worked her way up through various teams. But this new position was different. It was a chance to make a real impact, to create something that would help her colleagues, and ultimately, the customers they supported. And that’s exactly what she did.

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