In an organisation of engineers – a long‑standing technical assurance organisation that applies rigorous standards, audits, and certification processes to complex, safety‑critical systems. This is an organisation that REALLY understands the concept of classification of ships, but did NOT have a concept of classification to denote the sensitivity of different document types and data. Information...
Sunbeams Play (children’s services charity)
Children’s services charity needed a fundable business plan to unlock grant income and stabilise long-term operations.
Complex Regulatory Program Delivery
Following post-2008 regulatory changes, Barclays needed to comply with multiple US and UK banking regulations, requiring significant system and operational changes.
Large-Scale Transformation
At EBRD, the firm’s master client data system was fragmented, leading to duplication, inefficiencies, and operational risk across multiple teams.
BI Stabilisation
At Wittur Group, a multi-country BI transformation had stalled: planning benefits were not materialising because fragmented data sources and local experience — subsidiary Excel models versus central and local BI systems — were preventing a coherent single source of truth.
Wittmann PSI Penta — First ERP Installation in Turkey
Wittmann Group mandated the first-ever PSI Penta ERP installation in Turkey — a true greenfield with no local precedent, no reference group, and a workforce that had never operated on a unified enterprise system.
United two clashing teams, implemented CRM and stabilised a stressed digital care function
At Lush, two separate departments with very different microcultures had been merged to form a new digital customer care team. On paper they were “one team”; in reality they were under-resourced, overrun with emails and calls, and still acting like two separate groups. They were working out of a shared Gmail inbox, with no proper...
Rebuilt ISO 9001 from scratch and passed external & client audits
When I picked up ISO 9001, the accreditation had expired and, due to a falling-out with the previous ISO owner (a former employee), most of the ISO documentation had been wiped. We had existing key clients who required ISO 9001 and more key clients onboarding who also expected it. Processes were being followed loosely, but...
Automated 60% of enquiries, hit 4.8 Trustpilot & unlocked ~£300k in shipping savings
At a global e-commerce retailer, the customer operation was heavily reliant on temporary staff during peak periods, which was expensive and slow due to time-to-competence. As a global brand with a large customer base in Germany, communication was also clunky – agents were manually copying and pasting into Google Translate to respond. The company had...
Cutting complaints by 80% & halving churn
When I joined a unique BPO organisation, client churn was high and a lot of complaints related to either billing issues (due to excessive call handling times) or quality. Churn was creeping up to around 4%. Key clients were frustrated and trust was low. We’d already reduced average handling time and cut a chunk of...
