Description

I’m a transformation leader with 25 years’ experience helping organisations improve customer experience, operational performance and service delivery.

Most of my career has been spent leading large-scale change across BT, EE and Plusnet, delivering programmes spanning digital transformation, customer self-service, service automation and operational improvement. My focus is on bringing clarity to complex challenges, aligning stakeholders around a shared outcome and turning strategy into practical delivery.

Alongside my transformation experience, I have a strong interest in leadership development and have spent the last several years coaching leaders to navigate change, build confidence and improve effectiveness.

I’m at my best where customer needs, business objectives and operational realities need to come together to create meaningful, measurable change.

Industry field of expertise

Languages

English
Native or bilingual

Workplace preferences

Can work on-site

Northallerton (up to 50km)

EE / BT
Senior Product Owner
TECH
September 2022 - September 2025 (3 years)
Darlington, United Kingdom
Identified an opportunity to transform how customers engaged with BT support services and secured backing for a new digital engagement channel by developing a low-risk proof-of-concept approach that demonstrated value before significant investment.

Key achievements

•Delivered Visual IVR capability supporting approximately 2 million customer interactions per month and contributing to a double-digit NPS improvement.

•Partnered with an Agile Coach to design and implement a new product operating model, including team structure, governance and delivery processes, enabling a more iterative approach to product development and stakeholder decision-making.

•Designed and implemented an SMS-based identity verification capability that enabled customers to securely verify themselves before connecting to an advisor, improving customer experience and reducing average call handling time by 25–35 seconds.
Product Development Change and Transformation Management Product Strategy product owner
EE / BT
Senior Transformation Manager
TECH
February 2018 - September 2022 (4 years and 7 months)
Darlington, United Kingdom
Assessed complex transformation initiatives and operational challenges across BT and EE, identifying underlying issues, building compelling business cases and shaping practical solutions to improve customer and business outcomes.

Key achievements

•Assessed a complex underperforming programme involving commercial partners, technology constraints, stakeholder misalignment and reporting gaps, creating a clear narrative that enabled the Managing Director to make an informed decision to exit the programme and avoid approximately £2m+ of annual cost.

•Identified that rising contact demand and advisor attrition were creating significant operational pressure within BT and EE's broadband fault operations. Brought together technology and operational teams to design an automated diagnostics and engineer booking solution that reduced fault-related call demand by approximately 25%.

•Worked with Openreach and internal diagnostics teams to design a proactive customer notification journey, providing early awareness of broadband service issues, estimated resolution times and progress updates. Reduced avoidable contact demand and complaints by addressing customer concerns before they felt the need to call.
Change and Transformation Management Digital Transformation Process Management RPA
EE / BT
Senior Marketing Manager
TECH
September 2016 - February 2018 (1 year and 5 months)
Darlington, United Kingdom
Supported a major CRM transformation by developing the migration strategy for hundreds of legacy products and propositions, enabling large-scale customer migration to a new technology platform.

Key achievements

•Developed the master product mapping used to transition customers from hundreds of legacy propositions to their nearest equivalent current products as part of the CRM transformation programme.

•Designed the end-to-end customer communication lifecycle, working with legal and cross-functional stakeholders to ensure customers received timely, compliant communications throughout the migration journey.
Change and Transformation Management Product Strategy Digital Transformation