About Steve
Specialist in customer engagement, contact centres and outsourcing consultancy, I have over 20 years’ experience working for clients, service providers and leading consulting firms.
I have delivered projects that improve customer management performance, affecting change, defining and delivering business-critical projects, selecting outsourced suppliers/partners & technologies, meeting regulatory, compliance & brand targets, and optimising relationships.
I relish deploying insights and techniques gained across business sectors and types of organisations. My experience combines with an enduring curiosity, a grasp of the big picture, a proven ability to convey insights and the case for change in a persuasive, contextual manner and a ‘completer-finisher’ mindset.
5 related areas of specialisation:
1. Contact centre operational improvement
- Operational effectiveness, opportunities and weaknesses, prioritisation framework, leading to value-driven change across people, process and technology
- Example Clients: Millbrook, Marie Curie, Mamas & Papas
2. Contact centre outsourcing
- Leading projects from strategy to requirements capture, supplier assessment, selection, negotiation, relationship & cost management. Using niche providers through to global BPOs, creating value through change.
- Example Clients: Epson, Aldi, Morrisons
3. Customer experience strategy & design
- Helping clients define and execute their CX goals & ambitions. Assessing infrastructure, demand and customer experiences, detailing the steps to transformation, underpinned by brand alignment & benefit cases
- Example Clients: Burberry, Gucci, Harrods, Tapestry, The Guardian
4. Customer engagement and activation through behavioural science
- Increasing digital adoption, reducing ‘failure demand’. Customer experience Subject Matter Expert for leading behavioural consultancy
- Example Clients: Allianz, Allied Irish Bank, OneFamily
5. Regulatory and compliance guidance - Marketing & Fundraising
English
Native or bilingual
Can work on-site
United Kingdom (up to 50km)
Experience
- Transport for Wales (TfW)Go To Market GuidanceTRANSPORTATIONMarch 2024 - May 2024 (3 months)Pontypridd, United KingdomOutsourced contact centre service proposition & market guidance for Transport for Wales to grow commercial revenues
- CentrepointHelpline ReviewCIVIC AND SOCIAL ORGANIZATIONSJune 2023 - July 2023 (2 months)London, United KingdomReview of internal Helpline operation. Recommendations included: multi-channel integration into existing platform; knowledgebase access to peer homelessness organisations; better volunteer resource use; optimised opening hours.
- MorrisonsOutsourcing Contract NegotiationRETAIL (LARGE RETAILERS)April 2023 - May 2023 (2 months)Bradford, United KingdomSecured £30m+ lifetime savings guiding Morrisons’ operational & procurement teams through negotiation of transformational contact centre outsourcing contract, to very tight timescales.
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Education
- BA HonsManchester University1988Economics and Politics
- Post-Grad Diploma in Management StudiesHertfordshire University1995Post-Grad Diploma in Management Studies