NHBC needed to make a step change in how its customers and policyholders interacted with business units. The Customer Experience had become clunky and inefficient. The Firm also needed to reduce Operating Cost.

I was asked to take on leadership of the business transformation needed to address these challenges. This involved substantial stakeholder management, people leadership, strategic insight and vision, and drive for change.

In order to address these challenges I devised and then championed an end to end review of customer experience and operating model using Lean. I found a niche consultancy to assist with the transformation at the early stages and to provide knowledge transfer to allow NHBC to become self sufficient and drive further phases independently. I created the business case for the investment and gained Board approval. I then led the initial phases of the transformation as business sponsor, together with identifying and driving leading edge technology adoption (as CIO) such as RPA and Omnichannel as opportunities were identified.

The early phases of the transformation delivered early win opex savings of £5m and opportunities and plans agreed at Board level for further Opex savings of circa £5m over 3 years.

• TOM (Target Operating Model)
• customer experience
• Cost Optimization
• process improvement
• business and it operational processes

• Purpose to Portfolio
• Accelerated Solution Delivery
• Organisational Agility & Effectiveness