Customer Focused
Starting with your customers, who and where are they? What do they want and need? How can your business best meet their needs with the right products and services, whilst delivering high levels of satisfaction at minimal cost? We can help you answer these and other crucial questions which can help you build a better business.
Products and Propositions
How can you enhance your existing products and service propositions to improve your customer experience and drive efficiencies? Do you need to innovate, test and learn to deliver new or improved products and services your customers really will value? We can help you establish where to start and how to incrementally deliver initiatives that benefit your business and customers.
Target Operating Model
How can you demonstrate to your stakeholders, board and investors where your business is heading and what support, investment and time is needed? We can help you develop a light touch target operating model, that can help you highlight the "as is" state of your business and the transitions to the "to be" vision so everyone can align on where you are heading.
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I have worked in a wide variety of roles gaining experience and a proven track record of delivery in business strategy consulting, business development, sales, proposition development, operations (including efficiencies and optimisation), distribution strategy, digital transformation, business governance and change. This breadth of experience allows me to support innovation, transformation and deliver business growth.
In my early career I qualified as a financial adviser and mortgage broker, understanding the products and markets, as well as customer needs. From there I progressed into management and set up and ran the UK’s largest mortgage broker operation The Bradford & Bingley Marketplace.
In 2009 I joined Just Group as Business Development Director, delivering new relationships and new product services and verticals with large insurers like Phoenix and Royal London. In 2012 I became Digital Director, accountable for digital strategy, product development, CX, UX and online servicing and sales. In 2018, I became the Chief Operating Officer for HUB Group (a subsidiary within Just Group, focused on annuity and mortgage distribution, financial advice and digital development). There I led technology, change, operations, facilities and cost optimisation for the Group. During my time we proudly launched the HUB Investment Platform with Embark, a brand-new Equity Release Service and the first automated advice retirement service in Destination Retirement, whilst migrating our operations to Belfast, re-platforming our technology onto cloud applications (Dynamcis 365, Genesys, Power BI), and deliver significant improvements on technology risk, efficiencies and improved services in the front and back office.
I left Just Group in 2022 and since then I have been consulting and supporting a number of major life companies, pension specialists and technology companies seeking to redefine their strategies, enhance value creation and accelerate strategic initiatives and change.
Learn more
I’ll be uploading a video about my services shortly, but just to get you thinking below is a video from Gerd Leonhard that has inspired me to think differently, focusing the mind on how customer insights, technology and new ways of working should be used to deliver better outcomes in this rapidly changing world. Enjoy.