To review Studio’s ways of working, metrics and operational design to set out where priority changes were required, what needed to change, and deliver this into the business to support CX improvement. CX/CS were seen as interchangeable terms – Delineating the difference between them was key to ensuring colleagues at all levels & roles understood...
STAR Stories Indi
Operational Readiness
Both organisations had existing business units that dealt with customer interactions for their own Business Retail Water Clients – these were to be transitioned to the new site & systems, with minimal BAU impact. The new business was to take the best of the existing operations, but was built around a new way of working...
Created a customer centric business plan
Customer expectations are changing & fast – SGN want service to be responsive and personalised. Channels of choice differ depending on the reason for contact but the underlying requirement is to make it easy. If service is not up to standard, customers are likely to turn to social media and voice their displeasure.
Yodel – Business Process Re-Engineering
Whilst the company had been brought under a single brand umbrella – YODEL, there was an urgent requirement to integrate the businesses to bring down the unit cost of delivery in what at the time was a cut throat competitive marketplace. • Specifically there was a need to radically alter the cost to serve and...
Systemic Transformation of Enterprise Tax Management
We had mentoring engagement to conduct a business turnaround, and provided techniques to reshape and revitalize the business. We reduced complexity and created simplicity, effectively managed scope creep, avoided losing key people by reskilling and retraining, and reduced time wasted to deliver value with prioritised delivery of the right things at the right time.
Digital Transformation of Financial Planning and Analysis FP&A System
We had mentoring engagement to conduct a business turnaround, and provided techniques to reshape and revitalize the business. We collaborated with CEO and the executive team to make decisions regarding company’s financial strategy and operations; led profitability enhancement and major cost rationalization program with strong experience in an integrated systems environment; delivered financial system enhancements...
Systemic Mentoring Practice of Financial Shared Service Centre
We had mentoring engagement to conduct a business turnaround, and provided techniques to reshape and revitalize the business. We were mentoring process optimization of Financial Shared Service Centre with ERP (such as SAP, Oracle and more) implementation and roll-out project. The typically centralised processes had been supported by ERP functionality in the central finance system...
Coach & Mentor to Children in Care
Working in partnership with Children’s Social Care and Adult Social Care helped to integrate Children in Care into the workplace for work experience and potential apprenticeships.
Presentation to Network – Sqwyz Transformation Temporary Network formed during COVID-19
Part of the Leadership Team for shaping ‘Sqwyz’ – A network of professional transformation experts formed during the pandemic. A presentation delivered to the Sqwyz Transformation Community Network regarding the impact of COVID-19 on people/behaviours and incorporates best practice in implementing a Smarter Working Programme involving over 5000 staff.
Led delivery of a £12.5m Property Rationalisation Transformation Programme involving 5000 staff – Case Study Included
I was asked to lead one of the most challenging, complex Transformation Programmes of change involving New Ways of Working (Culture Change), buildings rationalisation and creation of Community Hubs, for a Local Authority involving, People (over 5000), Place (35 buildings) and Technology (Windows 10, Office 365, Wifi telephony, MFD’s – Training all staff).
