Summary
I have skills in Programme Management, Customer Experience, Business Analysis, Service Design, Marketing (both digital and pre-digital) and Business Development. I have specialised in Business Transformation through Customer Centricity during my 27-year career post university and have industry experience in, business transformation, service transformation (including facilities, CRM and ERP), digital transformation, start-ups and consulting and servicing clients globally from USA, South America, Europe, China, Japan and Australia.
I start every engagement by investigating the desired end state, outcomes and KPI’s before determining strategy or solutions. In this way the clients short term and strategic objectives lead the program of processes, culture, staff, business and digital change required to engage with their customers and suppliers.
I have worked across all the key verticals and focused on change that involves complex non digital and digital cultural change, high volume transaction processes, self-service systems and automation. I have specific experience in complex regulatory environments (banking, healthcare, government, policing and justice) and have delivered compliant master strategy, process change, digitisation, target operating and governance models into national and global organisations.
I am a Founder and Director of the Human Centered Design Society which is directly involved in central government policy in The House of Commons and The House of Lords through a number of committees including Associate Parliamentary Group for Design and Innovation. The British Computer Society has acknowledged me for my contribution to User Experience as a discipline with a Fellowship - FBCS.
Specialties
• ISO13407 - Human centered design and user experience for customer journey mapping of multi-channel processes • ISO/IEC 38500 - Project and Programme set up including TOR, business case/project brief development and Organisational Design and Governance • ISO/IEC 38500 - Project and Programme resourcing and planning for onshore, nearshore and offshore for vendor management • ISO TR 18529 - Service design, design thinking, business analysis and process mapping • ISO 9241 - User / customer experience, data analytics and decision point analysis
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