Lorna Rickett
About Lorna Rickett
Lorna Rickett is the Sr Manager Digital Support at TomTom, with extensive experience in digital support and customer care, and a background in Law and Computer Science from Keele University.
Current Position at TomTom
Lorna Rickett is currently the Sr Manager Digital Support at TomTom since 2023. She oversees digital support strategies and initiatives, leveraging her extensive experience in digital platforms and customer support technologies.
Previous Roles at TomTom
Prior to her current role, Lorna Rickett served as the Manager of Digital Support from 2019 to 2023, and as the Manager of Online Support & Applications from 2015 to 2019. Based in the Netherlands and the Amsterdam Area, she managed various aspects of digital and online support, enhancing customer experience through innovative solutions.
Experience at Yell
Before her tenure at TomTom, Lorna Rickett worked at Yell as a Customer Liaison Executive from 2004 to 2008. Based in Glasgow, United Kingdom, she played a key role in customer relationship management and support.
Educational Background
Lorna Rickett studied at Keele University, where she earned an LLB (Hons) in Law and Computer Science from 1999 to 2002. Her dual focus on legal studies and computer science provided a solid foundation for her career in digital support and customer care.
Key Initiatives and Projects
Lorna Rickett has led several critical initiatives, including the implementation of an omnichannel solution that integrates voice, chat, email, social media, and website platforms. She pioneered the creation of a Growth Hacking team within Customer Care, focusing on data-driven strategies such as AB testing and UX research. Another notable contribution is the development of a chatbot with an 80% solution rate and the implementation of a translation service to enhance multi-lingual support capabilities initially for email and later extending to chat.