I have over 30 years’ experience in Retail Financial Services, leading people and teams. I am available for contract work, consultancy and mentoring.
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. I have also helped colleagues at all levels to navigate organisational and personal transition – especially those at the front line who are often at the sharp end as change is delivered.
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.