Hyperoptic makes senior appointments
January 15, 2026
Hyperoptic, the UK’s alternative full fibre broadband provider, has appointed Emma Dark as Customer Experience and Service Director and Nemanja Zec as Head of Customer Service Operations, as the business continues to scale its customer experience.
Emma will lead Hyperoptic’s end-to-end customer experience strategy, spanning sign-up, installation, service and ongoing support. A multi-award-winning CX leader, she has been recognised in the CXA Top 50 Women Shaping CX 2024 and the CXFO Power 100.
Alongside this, Emma will oversee Hyperoptic’s continued digitisation, ensuring customers have greater choice in how they interact with the business, while maintaining access to knowledgeable, human support at moments that matter.
Nemanja joins Hyperoptic with over 20 years’ global experience in customer service operations, most recently at NCR Atleos. He will focus on strengthening day-to-day service delivery, embedding consistent standards and supporting Hyperoptic’s ambition to deliver reliable, human-centred service at scale.
Together, Emma and Nemanja will align customer experience strategy with operational delivery, combining intuitive digital journeys with empathetic, expert support.
Hyperoptic is continuing to invest significantly in its digital and service capabilities to support growth at scale. This includes enhancements to myAccount, its website and chat services, the introduction of generative AI to support contact centre agents, and the replacement of legacy systems with future-proof technologies such as Amazon Connect and ServiceNow, strengthening resilience, efficiency and service quality across the customer journey.
Commenting on the appointments, Hyperoptic CCO and Managing Director of ISP, Lutfu Kitapci, said: “As we continue to grow, delivering a consistently excellent customer experience is essential. While digital journeys play a critical role in making things faster and simpler for customers, we strongly believe that great service also means being there, person to person, when it really matters.
Our strong five-star Trustpilot reviews reflect the progress our teams have made to date, and Emma and Nemanja bring a powerful combination of strategic and operational expertise that will help us continue to raise standards, blending smart technology with genuine human care.”
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