Bernadette McGrath

Background

About Bernadette McGrath

A dynamic and results-oriented Head of Training and Customer Experience with over a decade of success delivering large-scale CX, training, and support strategies across Europe and Asia. Experienced in leading cross-functional and multi-site teams, elevating service delivery standards, and driving customer satisfaction within complex, high-growth environments. Proven leader in customer support optimisation and digital transformation, with deep expertise in deploying AI-driven platforms such as Awaken, TalkDesk, and HeyGen to automate workflows, enhance training performance, and deliver consistent, high-quality service at scale. Skilled in building empowered, customer-first teams and aligning CX strategy with business objectives to foster loyalty, reduce churn, and support sustainable growth. Recognised for a hands-on leadership style, strategic thinking, and the ability to embed a culture of excellence, innovation, and continuous improvement across global support functions.