EXPERIENCE

Process, operational excellence, and customer experience director with proven results achieved through both consultancy and operational leadership. Certified in Lean Six Sigma and Project & Programme Transformation.

Strategic Transformation Director (Interim)

Operational process review identifying areas for improvement, simplification, and frictionless processing.
Creation of a new customer centric aligned operating model, revised KPIs, and a delivery plan.
Consolidated all change activity into a strategic transformation office with simplified portfolio approach.

Head of Retail Efficiency & Lean Academy

Over £400m of operational efficiencies achieved by aligning the organisation in governance and process.
Pioneered and established internal Lean performance delivery team to solve the biggest problems.
1,000 internal staff received enhanced capability enhancement via Lean Academy.

Operational Excellence Management Consultant

Led multiple mixed client and EY teams to deliver rapid and sustainable performance improvements.
Key client advisor to senior client stakeholders (including c-suite) during the engagements.
Provided advice and insight to align operating model and establish aligned performance target cascade.

Resources & Operations Management Consultant

Part of the Resources Client Services Group aligned to establish a capability of performance improvement within the utilities industry.
Recognised as annual 'Superstar Analyst' for statistical modelling approach introduced for global pharmaceutical company.

Operational Improvement Consultant

Supported a successful start up organisation to scale their production following recent investment.
Undertook full review of business processes, strategy and customer value proposition.

IT Process & Performance Excellence Consultant

Delivered 15 demonstrable improvement projects within the end-to-end 'build' process within IT.
Effectively engaged and communicated across the UK and US from Board to operational level.

Customer Experience Improvement Consultant

In 12weeks delivered improvement in Service Improvement Mechanism (SIM) score to avoid penalties.
Targeted root-cause interventions required simple process amendments avoiding IT & people change.

EMEA Migration Lead

Led migration of 17 global marketing companies onto a new CRM system involving 147 process changes.
Facilitated regional workshops to ensure that upgrade impacts were captured and understood.
Collated the results from 58 global assessments, presenting a complete picture of deployment impact.

Regulatory Resourcing Category Manager

Launched new business delivering consultancy, face-to-face training and recruitment services to our financial services client base across the UK and Europe.
Directed all commercial activities including market research, lead generation, proposition creation, sales management and post-sales delivery