Sarah Flannigan


The National Trust

Sarah has been CIO at the National Trust for 5 years, where she is leading a digital and data revolution. Sarah’s route to CIO is an unorthodox story spanning different industries (financial services, telecommunications, manufacturing, charity) and different roles (Sales and Marketing Director; VP Global Customer Service; Operations Director) but the common thread has always been leadership and transformation.

Sarah is responsible for defining and delivering the SSP, a major change programme at the National Trust. The SSP is driving significant revenue growth, via a multi-channel customer personalisation strategy (new website, new apps, best in class data warehousing, analytics and campaigns tools) and organisational efficiencies (from new integrated point of sale technology at the Trust’s 350 visitor attractions, a new finance system and management information tools). The key to this ambitious programme of programmes has been a strategy for organisational growth underpinned by integrated technology.