Career Highlights

• Successfully delivered nine sustainable ‘Hearts & Minds’ transformation initiatives across large-scale public and private sector organisations that focussed on improving management capability and staff engagement underpinned by improved ways of working and management routines all delivering measurable and sustainable efficiency and effectiveness benefits of 11% to 37% (£MM), whilst improving quality, retention, staff satisfaction and customer metrics whilst leaving a legacy of continuous improvement.

• Spearheaded the delivery of multiple process capture and change initiatives that focussed on the removal of non-value add tasks and/or automation of repeat-value add tasks that delivered operational capacity improvements of 8%-29%, (£M+) plus improved staff engagement, quality and process adherence.

• SaaS and Enterprise: Implemented multiple change initiatives to deliver effective adoption and utilisation of technological solutions enabling delivery of improved Customer Service (CS), Customer Journeys (CX) & User Experiences (UX) alongside improved workforce optimisation.

• Proactively led the design and delivery of a ‘Voice of Customer’ programme that positively impacted both internal operations and more than 1.6m active customers through the delivery of a portfolio of people, process and digital transformational and channel shift changes that delivered improved customer journey, operational, staff engagement & inspiration, and cost improvements.

• Facilitated, designed and implemented 'transformational strategy' that put the customer at the 'Heart of the Business' and focused on the sustainability and future state of the business, ensuring the expectations of the customers, regulators and shareholders were met resulting in 5-year multi-million-pound technological investment.

• Root Cause Analysis: Enabled and delivered improved ‘root cause’ capability in a financially regulated environment that resulted in reduced complaints, improved operational insight, oversight and prioritisation of change.

• Led the delivery of workplace people and place change programme that included £MM refurbishment of existing offices, relocation and integration of Plc ‘head office’ into EGL all delivered on-time, on-budget.

• Start-up and ownership of Transformational Change Team and Project Management Office (PMO) to provide focal point for all change initiatives, enabling improved resource planning, oversight and application of appropriate change methodologies, governance and performance metrics: delivering resource alignment and capacity planning, improved prioritisation, transparency, communications and buy-in coupled with on-time, on-budget delivery improvements.

• Successfully delivered a change programme that led to the successful FCA award of ‘full permissions’ to provide credit to customers, including end to end documentation of all processes, complaints management improvements and implementation of supporting IT platforms that enabled the improvement of the ‘credit’ customer journey.

 CORE SKILLS / GENERAL:

• Managing relationships and developing credibility with stakeholders from board to floor.

• Implementation of sustainable change to deliver efficient and effective ways of working and a positive cultural shift delivered through improved management capability, staff engagement, processes and technology.

• Facilitation, support, identification and delivery of strategic change vision and objectives, that are translated into actionable measurable plans, communications, roadmaps and blueprints (TOM).

• Creation and delivery of sustainable cost reduction, improved productivity, increase profitability and quality of service improvements.

• Leveraging existing and new technologies to modify or create new business processes, culture, and customer experiences aligned to existing and target demographics.

• Ability to work effectively across all levels of the organisation, flexible and adaptable; able to work in ambiguous situations with resilient and a propensity to persevere.

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VOLUNTARY / PERSONAL:​

• 2014 – Present Coventry Judo Club: Supported the running of club events, and in 2019 was elected as Club Secretary

• 2016 – 2018 Youth Club: Set up local youth club with over 50 active members from start (age 6-16)

• 2010 – 2012 Parish Councillor: implemented village ‘Youth’ strategy and deliver subsequent ‘youth’ focussed projects

• 2009 – 2015 RFU Coach: coached U10s from 2009-12 (Old Silhillians) then coached U16s from 2013-15 (Balsall & Berkswell)

• 2003 – 2017 Hampton-in-Arden Scouting: within 3 years, grew the support network with a total of 100 active members registered

• Competed and trained in Athletics (AAA) at a County and National Level

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