Private equity sponsor needed urgent commercial turnaround of a portfolio AI platform in the HR and education sector. Platform was in existential crisis: priced at £500 per school, 33% crash rate, 39–90 second response times, only 18 of 50 target pilots active. Diagnosis required, repositioning required, validated pricing uplift required — twelve-week window before next...
CTO Leadership Through $25M Series B: Building a Global Programmatic Platform
A fast-growing B2B location data and programmatic advertising platform operating across EMEA, US, and APAC needed a CTO to lead technical strategy and provide investor-grade credibility ahead of a major fundraising round.
Culture Shift – Aligning Performance, Leadership, and Wellbeing
A law firm partnership was experiencing high performance but rising pressure on wellbeing, with inconsistent leadership behaviours affecting culture and sustainability. I was introduced via a senior partner who had attended a leadership session I delivered and saw relevance to the firm’s challenges.
Leadership at Scale – from Fragmented to Systemic
A growing organisation had multiple leadership initiatives in place, but no coherent approach, resulting in inconsistent leadership quality and limited organisational impact. I was engaged by the HR Director, supported by the CEO, following a review of leadership effectiveness and capability gaps across the business.
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.
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...
Liberty Insurance: Holding the Line Under Pressure
At Liberty Insurance Ireland, I was brought in as Strategy & Transformation Director during a high-pressure turnaround. The business needed to deliver a 30% cost reduction—fast—and the plan on the table was to offshore the contact centre: 250+ FTEs, nine-month timeline, £6m in annual savings. The strategy was commercially sound—but the execution approach was deeply...
Harrods Bank Regulatory Turnaround
I was brought in as Transformation Director and acting COO at Harrods Bank during a full-blown regulatory crisis. The FCA had effectively frozen new business activity due to major compliance gaps, and confidence internally was fractured. The change programme meant to address the issues was floundering—too slow, poorly scoped, and lacking leadership alignment
Achieving 50% Revenue Growth and 95% Complaint Reduction in 30 Days for 5-Star Hotel Bar
A flagship multilevel bar within a 5-star Australian hotel was a financial liability, having underperformed for years. The culture was punitive, staff were demoralized and fearful, and metrics were poor. Leadership was prepared to close the venue if its reputation decline could not be immediately reversed.
