NEOM was undergoing a large-scale transformation spanning 11 business units, each at a different level of change maturity. There was no consistent framework or shared methodology for managing transformation, leading to fragmented execution and slow adoption.
STAR Stories Indi
Reduction in Call Centre ACW to Reduce Churn & Reduce Costs
Situation: When I stepped into the Ops/Transformation Director role, client complaints were rising and churn was high – especially within a key client cohort. I quickly identified the root cause: excessive After Call Work. Because we were billed per minute, ACW was inflating client bills and damaging trust. A lot of that wrap time wasn’t...
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...
Legal and General Cofunds: Challenged Strategy, Earned Alignment
At Legal & General Cofunds, I was brought in as Business Transformation Director during a critical period. The platform needed to achieve full FCA CASS compliance, but also evolve strategically—so we were simultaneously dealing with regulatory urgency and defining a £265m value creation roadmap for the next decade. I’d developed a plan for a new...
Cigna: Navigating Global Pushback on Programme Governance
At Cigna, I was brought in as an Associate Director via Deloitte to design and implement a global programme governance framework. The initiative was a multi-year, $100m+ transformation aiming to consolidate Cigna’s disparate platforms into a single digital system spanning the US, Europe, and Asia-Pacific. The challenge? Different regions were already working with their preferred...
Cigna: Navigating Global Pushback on Programme Governance
At Cigna, I was brought in as an Associate Director via Deloitte to design and implement a global programme governance framework. The initiative was a multi-year, $100m+ transformation aiming to consolidate Cigna’s disparate platforms into a single digital system spanning the US, Europe, and Asia-Pacific. The challenge? Different regions were already working with their preferred...
ITV: Shifting Mindsets in a Creative Culture
At ITV, I was brought in to lead the design and implementation of a group-wide digital-first transformation strategy. The goal was to modernise operations and shift toward an agile, product-led operating model across multiple business units—ranging from traditional broadcast to digital content, commercial, and tech. The challenge was clear: while leadership supported the strategy, many...
Berry Bros. and Rudd: Creating Momentum Early in a Strategic Programme
Berry Bros. & Rudd—one of the UK’s oldest and most respected wine merchants—had just kicked off a major e-commerce and CRM transformation programme, integral to their 5-year growth strategy to double EBITDA to £18m. I was brought in as Delivery Director at the early inception stage to provide leadership across delivery assurance, stakeholder alignment, and...
The People’s Pension: Building Trust Early in a Digital Transformation
I was engaged as Programme Director at The People’s Pension at the very start of a company-wide digital transformation. The goal was to modernise the organisation’s entire digital offering—introducing new retirement products, improving member experience, and enabling agile ways of working across a very traditional, compliance-heavy environment. While there was strong board support and clear...
HSBC: Building Consensus in a Global Cloud Deployment
At HSBC, I was leading the deployment strategy for a new suite of AWS-hosted digital platforms, designed to improve resilience and speed up product delivery across multiple global markets—Americas, Europe, Asia, and the UK. It was a major shift from legacy infrastructure—technically and culturally. While group leadership was pushing for speed and innovation, regional CIOs...
