Thomas Rees

WORK HISTORY

EDUCATION

ABOUT THOMAS REES

Strategic and data-driven leader with 15+ years’ experience in customer and revenue operations, delivering transformation at scale across billing, credit, CX, and system change. I specialise in unlocking operational growth by aligning customer experience with revenue goals — combining commercial acumen with strong systems and process expertise.I lead multi-functional teams across customer onboarding, billing, credit control, and revenue assurance — responsible for >£100M in annual billing. I’ve delivered results through data-led decision-making, journey redesign, and system transformation, scaling operations 10x through automation and digitisation.My experience spans the UK’s regulated household markets, including water, heat (Ofgem), and telecoms, where I have helped organisations navigate complexity while driving efficiency and compliance. I also oversee fulfilment of major contracts, including managing an ISP on behalf of Sky.Passionate about designing lean, scalable operations, I put human beings at the centre of customer interactions. I am particularly driven by improving experiences for vulnerable customers, having led a project that achieved ISO 22458 accreditation for inclusive service. I am also fascinated by user experience and design, continually seeking to build customer journeys that are both seamless and empathetic.With a background in both finance (ACMA) and economics, I bring an analytical and structured approach to solving complex problems, while enabling cross-functional alignment between Customer Operations, Finance, ICT, and Commercial teams.