Sarah Dennett joined the Smith & Nephew (S&N) global business services (GBS) organisation in May 2016. She now works as part of the service management team in GBS, focusing on the customer experience. Her role ensures that service delivery is designed and improved through continuous consultation with GBS customers. Previously, Sarah worked as the business intelligence manager for the S&N UKI commercial business for six years and at Johnson & Johnson in both shared services and commercial analytics roles for eight years. She is currently running the second Hackett Institute development programme at S&N, having completed her Certified GBS Professionals Diploma in 2017.