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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Let us help you drive forward your business!
During my career I have worked in a wide variety of roles gaining experience and a proven track record of delivery in business development, sales, proposition development, operations, distribution strategy, digital transformation, business governance and change.
I particularly enjoy roles that allow me to use the breadth of my experience to innovate, transform and grow the distribution of products and services for the benefit of a business and its customers.
After starting my career dealing directly with customers as an independent financial adviser and mortgage broker, I then moved into management to set up and run the Bradford & Bingley Marketplace mortgage operation that became the largest mortgage brokerage in the UK.
In 2009 I joined Just Group as Business Development Director, delivering new relationships with large insurers like Phoenix and Royal London, whilst growing the team that managed existing partners such as Saga and Age UK.
More recently, in my role as Digital Director and the Chief Operating Officer I led the teams in developing and launching the HUB Investment Platform with Embark, a brand-new Saga Equity Release Service and the first automated advice retirement service in Destination Retirement. All whilst migrating our operations to Belfast and re-platforming our technology onto cloud applications to deliver significant improvements on technology risk, efficiencies and improved services in the front and back office.
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.