My Client sought entry to the Open Banking ‘Confirmation of Payee Responder’ market in the UK and was advised on my First day in role by Pay UK that their deadline to complete technical compliance was now within 6 weeks rather than within 6 Months! Every one in the company assumed that this was impossible...
Transformation of HSBC Global App to grow 400%+ and win awards
HSBC had only one Global Corporate/Business App – HSBCnet Mobile – but a multitude of local Apps, all requiring their own technical, operational and commercial resources, and completely inconsistent. The Global App was available in 15 smaller markets, but excluded from the key markets – The UK, The US, China, Hong Kong, France and Germany....
AI impact on business strategy
Limetrack, a climate tech startup want to know how to integrate AI into their strategy to strengthen their proposition. If AI is included then what are the considerations to ensure success of the investment?
Create more loyal profitable customers
Sedex, a membership organisation focused on sustainable business and supply chain accountability, struggled to differentiate the needs of various customer segments. This hindered their ability to tailor service offerings and delivery. Their sporadic attempts at obtaining customer feedback were not operationalised, and while they desired a Customer Experience (CX) plan, its alignment with business goals...
Moving to empowered product teams
Puzzel, a European leader in Contact Centre technologies, was experiencing a phase of rapid expansion, characterised by a series of strategic acquisitions. This period of growth, while presenting significant opportunities for market expansion and product diversification, also introduced complex challenges that threatened to impede operational efficiency and strategic agility. The primary issues identified were: Lack...
Creating Support for Change through Stakeholder Engagement
The client, a leading transport organisation needed change management support whilst replacing its Customer Relationship Management system, part of a wider £30m Customer Service Transformation Programme. I joined a year into the Programme, four months before the planned Go Live, with training having been delivered and testing was going through the final stages. To date,...
Chief of Staff for Private Equity owned SME – Carve Out, PMO and Service
Appointed to perform a chief of staff role for the CTO who needed to spend time with the Board and LT, focussing on how best to transition the organisation from a Publishing company to a Data company. The CTO was new in post and had inherited an IT function with a poor track record of...
Transforming work, conversations and culture with Kanban at Stockport Council
Providing services to 291,775 residents Central Government funding decreasing by 60% from 2010 – 2020 87% of residents already online and have a 24/7 expectation Committed to modernising how residents access council services Realisation that delivery practices must change to achieve this In late 2015 the council stood up #DigitalStockport and the Digital By Design...
Business Turnaround – Strategic operating model analysis, redsign, and transformation
Situation: The Offshore division of an exploration and production company had lost $1bn on a single well and the Group CEO wanted to hold someone accountable (his actual words were, “I want someone’s head on a spike!”). There was a lot of tension between the parent organisation and the offshore organisation and the business was...
Business Turnaround – Strategic operating model analysis, redsign, and transformation
Situation: The Offshore division of an exploration and production company had lost $1bn on a single well and the Group CEO wanted to hold someone accountable (his actual words were, “I want someone’s head on a spike!”). There was a lot of tension between the parent organisation and the offshore organisation and the business was...
