I have over 30 years’ experience leading people and teams. Now I provide coaching for senior leaders and work with organisations helping them to deliver customer and people experience initiatives.
I was the Yorkshire Building Society’s first ever Head of Customer Experience, and I have succeeded in achieving a reputation for harnessing the power of people across an organisation to deliver a brilliant customer experience and excellent business outcomes.
Most recently, I have become an expert in implementing strategy and leading change to optimise customer channels, de-risk and reduce costs. I’ve done that by getting things done through people and I’ve learned that transition and looking after the needs of customers and colleagues needs to be led by individuals who can make something happen with and through others. People say that I act as the glue in holding major programmes together.
As a coach, I have helped colleagues at all levels to navigate organisational and personal transition – from those at the front line who are often at the sharp end as change is delivered, to those who have to lead under sometimes difficult circumstances. The people I have coached are often personally impacted by a change.
From my perspective, I believe it’s vital to obsess about the detail, know the numbers so you can deliver benefits and to lead with humanity and humility, making sure that people at all levels are engaged personally with what’s going on.