Member Spotlight: Hayley Barlow
“Confidence has sometimes been an enemy of mine, particularly when I’ve struggled to get my voice heard, or my experience acknowledged. At times, I have had to dig deep to push forward with what I know is right.”
From starting her career as a customer service advisor to leading customer experience and operational transformation across some of the world's largest organisations, Hayley Barlow has built a career defined by resilience, determination, and a passion for helping others succeed.
With more than 35 years of experience spanning telecoms, financial services, and BPO, she has held senior leadership roles across customer experience, operations, and transformation, while remaining firmly committed to developing people and driving meaningful change.
In this inspiring conversation, Hayley reflects on the experiences that shaped her career, the challenges she has faced as a woman in business, and why using your voice, championing others, and paying opportunities forward can make all the difference.
To begin, could you tell us a bit about yourself?
Currently, I’m the Managing Director and Founder of Barlow Better Ltd, a fractional CX and operational solutions consultancy.
As an experienced CX and operations executive with deep expertise across customer experience, operational transformation, and change management, I’m passionate about people and have a proven track record of driving transformation through AI and technology that empower both individuals and businesses.
While I’ve operated at an executive level, I pride myself on remaining hands-on, with a strong focus on leadership, team development, and helping organisations navigate growth and change.
How did you get where you are today?
I started my career as an advisor 35 years ago with Mercury Communications – a telecommunications company that later became Cable & Wireless, NTL, and is now part of Virgin Media O2. It was there that I fell in love with contact centres and everything about them.
From advisor, I progressed into training, team leadership and eventually operations management, where I supported the team that delivered one of the UK’s first broadband services.
I then moved into financial services with Barclaycard, where I led the Manchester contact centre and established the organisation’s first offshore contact centre in India. From there, I returned to telecoms, holding leadership roles with TalkTalk, O2 and Sky, before moving into the world of BPO.
What were the main challenges you faced as a woman in CX?
There are many challenges for women in business, and I am no exception.
Confidence has sometimes been an enemy of mine, particularly when I’ve struggled to get my voice heard or my experience acknowledged.
At times, I have had to dig deep to push forward with what I know is right.
“Confidence has sometimes been an enemy of mine, particularly when I’ve struggled to get my voice heard, or my experience acknowledged. At times, I have had to dig deep to push forward with what I know is right.”
Tell us about a moment that shaped you into the woman you are today.
Someone believed in me, sponsored me, pushed me and made me see my potential.
I worked in a fast-paced industry full of educated and intelligent people, and I was fresh into work from high school, with no college, university, or A Levels behind me – I just needed to work as my parents had brought me up to.
I've carried that experience with me throughout my career and adopted a real "pay it forward" approach. There are so many amazing people out there who simply need someone to stand by their side, believe in them, and help them see what they're capable of.
“Someone believed in me, sponsored me, pushed me and made me see my potential.”
What makes a woman courageous / collaborative / inclusive / authentic?
A woman who has a voice, stands up for what is right and supports other women rather than belittling them.
Someone who, despite the pressure, remains supportive of others, champions their success, and does not see herself as less than anyone else in the room.
Keep the Conversation Going
Hayley’s journey is a powerful reminder that careers aren’t defined by where we start, but by the opportunities we embrace, the challenges we overcome, and the people who help us along the way.
Her story highlights the importance of confidence, self-belief, and using our experiences to open doors for others.
If you’d like to connect with a community that champions growth, collaboration, and the power of women supporting women, you can join the WiCX Inner Circle waitlist today.
