Experience

Principles for Responsible Investment

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Manager, Stakeholder Experience

  • Sep 2023 - 4 months

  London, England, United Kingdom



M4 Communications, Inc.

• United Kingdom
• Business Consulting and Services

• Principal Consultant

  • Jun 2011 - 12 years 7 months

  Recent engagements include: -Director of CX for UK fintech startup. Developed CX strategy, designed user journey maps/service blueprints, and developed content and customer support frameworks. United all teams on the CX vision to drive continuous business process improvements. Created voice of the customer programme. Established CX metrics dashboard to optimise CX. Improved user engagement by more than 250%. -CX consultant for global telecommunications company. Conducted gap… Show more Recent engagements include: -Director of CX for UK fintech startup. Developed CX strategy, designed user journey maps/service blueprints, and developed content and customer support frameworks. United all teams on the CX vision to drive continuous business process improvements. Created voice of the customer programme. Established CX metrics dashboard to optimise CX. Improved user engagement by more than 250%. -CX consultant for global telecommunications company. Conducted gap analysis. Designed/implemented CSAT, NPS and other surveys to optimise CX. Increased survey response rates by more than 120%. -CX consultant for global sound design studio. Conducted gap analysis, created journey maps and process blueprints, developed customer strategy, and implemented change. United leadership team on a single customer view to drive faster growth. -CX and Marketing Director for UK hospitality company. Led all digital marketing. Built CX/voice of the customer programmes. Increased revenues by more than 100% in less than six months. -CX consultant to help global contact centre company create a viable US GTM strategy. Increased customer engagement by 200%. -CX consultant with global CX management vendor. Conducted gap analysis for CX management digital products. Identified opportunities to optimise CX. Implemented business process improvements that increased CSAT, CES, and NPS by more than 25%. -CX and Marketing Consultant for global education organisation. Conducted research, created voice of the member programme, and produced content, resulting in a 35% increase in user activity and 50% increase in partnerships. Established new revenue channel which grew by 300% in three years. -CMO for VC-funded Silicon Valley SaaS cloud storage startup. Identified growth opportunities, developed marketing strategy, and led all marketing activities. Results included acquisition of 10,000+ active users and 100% brand recognition increase in first 90 days. Show less



Customer Institute

• Germany
• Research Services
• 1 - 100 Employee

• Non Executive Director

  • Jan 2019 - 5 years

  The Customer Institute is an independent not for profit organisation. Experts, practitioners, authors, and educators from the field of customer centricity make up our board of directors as well as our much larger global CX community. Our global presence provides for a non-biased view of customer centricity and excellence in customer experience. We incorporate the latest in best practices from around the globe in our certification programs and tool recommendations.



Changing the Chemistry (SCIO)

• United Kingdom
• Civic and Social Organizations
• 1 - 100 Employee

• Member

  • Nov 2018 - 5 years 2 months

  London, United Kingdom Driving diversity, equality, and inclusion at the Board level.



GrowthMentor

• United States
• Professional Training and Coaching
• 1 - 100 Employee

• Mentor

  • Oct 2018 - 5 years 3 months

  Providing 1:1 mentoring for entrepreneurs starting and growing their own businesses through GrowthMentor, a curated platform of invite-only startup and growth marketing executives. If you're interested in mentoring or coaching, please contact me.



HiveMind Consulting Network

• United Kingdom
• Business Consulting and Services
• 1 - 100 Employee

• Business Transformation Consultant

  • Jun 2017 - 6 years 7 months

  London Area, United Kingdom -Provide Customer Experience, Digital Marketing and Business Transformation consulting and advisory services as part of a large, global, executive network.



DCBiosciences

• Chief Marketing Officer

  • Feb 2019 - Feb 2020

  Dundee, United Kingdom Position was terminated due to lack of funding. -Drove all marketing and customer experience activities throughout this life sciences organisation.



Redyscore

• United States
• Software Development
• 1 - 100 Employee

• Non Executive Director

  • Jul 2016 - Dec 2017

  Irvine, CA Redyscore offered the first cloud-based performance tool for Staffing Agencies and their contingent workforce.



Nuvel Inc.

• United States
• Software Development

• VP of Marketing

  • Aug 2012 - Oct 2015

  Los Gatos, CA Nuvel, Inc. was an angel-funded Silicon Valley SaaS start-up in the WAN/data acceleration space. OrangeHook, Inc. acquired Nuvel, Inc. in 2015. -Drove all marketing activities, including branding, product marketing, content strategy, customer experience, social media, paid advertising, PR and marketing communications activities. -Created first marketing plan that was endorsed by management and used to drive the strategic marketing direction of the organisation. Results yielded… Show more Nuvel, Inc. was an angel-funded Silicon Valley SaaS start-up in the WAN/data acceleration space. OrangeHook, Inc. acquired Nuvel, Inc. in 2015. -Drove all marketing activities, including branding, product marketing, content strategy, customer experience, social media, paid advertising, PR and marketing communications activities. -Created first marketing plan that was endorsed by management and used to drive the strategic marketing direction of the organisation. Results yielded increased revenues of more than 50% and active end users by more than 400%. -Managed agency and analyst relationships to build Nuvel's brand. Redesigned website and developed style guide and all content. Efforts improved brand awareness and lead generation by 50%. Show less



RGP

• United States
• Business Consulting and Services
• 700 & Above Employee

• Senior Management Consultant

  • Dec 2004 - Dec 2008

  Greater Los Angeles Area RGP is a multinational consulting firm that helps leaders transform their businesses. -Senior Sarbanes-Oxley (SOX) consultant and internal audit management consultant on cross-functional teams for several large public organisations to help them meet their SOX compliance and financial, operations and management effectiveness requirements. -Documented and redesigned processes and procedures, developed benchmarks and KPI dashboards, and measured performance against KPI's. Improved… Show more RGP is a multinational consulting firm that helps leaders transform their businesses. -Senior Sarbanes-Oxley (SOX) consultant and internal audit management consultant on cross-functional teams for several large public organisations to help them meet their SOX compliance and financial, operations and management effectiveness requirements. -Documented and redesigned processes and procedures, developed benchmarks and KPI dashboards, and measured performance against KPI's. Improved efficiencies by 45%. Show less



TRACO Windows

• Internal Auditor

  • Jan 2002 - Jul 2003

  Cranberry Township, Pennsylvania, United States TRACO Windows was a window manufacturer. The company was acquired by Alcoa. -Performed internal audits of business operations, identified root causes and gaps, recommended and implemented business process improvements, documented processes, and performed process walkthrough to ensure compliance. Reduced costs by more than $1M.



Komtech

• Head of Marketing

  • Feb 2001 - Jul 2001

  San Jose, California, United States -Created/implemented marketing strategy. Identified new revenue stream. Increased revenues by 40% in six months.



UrbanMedia Communications Corporation

• United States
• Software Development

• Senior Manager, Product Marketing

  • Jan 2000 - Feb 2001

  Palo Alto, CA UrbanMedia was a telecommunications start-up (backed by Accel Partners and SoftBank Capital, among others) that was a casualty of the dotcom bubble burst, and thus filed for Chapter 11 bankruptcy protection. -Drove product and corporate marketing strategy and implemented GTM programmes for telecommunications products. -Directed 12+ member cross-functional teams to develop, launch and manage products in the marketplace. -Created messaging, content, and other communications… Show more UrbanMedia was a telecommunications start-up (backed by Accel Partners and SoftBank Capital, among others) that was a casualty of the dotcom bubble burst, and thus filed for Chapter 11 bankruptcy protection. -Drove product and corporate marketing strategy and implemented GTM programmes for telecommunications products. -Directed 12+ member cross-functional teams to develop, launch and manage products in the marketplace. -Created messaging, content, and other communications for quick market entry and traction. Developed sales enablement tools, drove A/B and multivariate testing and analytics to ensure marketing performance. Results exceeded plan by 20%. -Managed agency and industry analyst relationships to drive market acceptance of products. Key placements included Network World, etc. Results lifted revenues by 15%. Show less



Hyperion Communications

• Senior Account Manager

  • Jan 1998 - Jan 2000

  Pittsburgh, PA Telecommunications arm of Adelphia Communications. Hyperion Communications changed its name to Adelphia Business Solutions and then to Telcove. Level 3 acquired Telcove. Level 3 became part of CenturyLink which is now Lumen Technologies. -Launched lucrative new wholesale sales channel. Managed and grew six existing customer accounts, totaling $45M, and identified additional revenue opportunities. -Increased existing revenues by more than 65% in the first six… Show more Telecommunications arm of Adelphia Communications. Hyperion Communications changed its name to Adelphia Business Solutions and then to Telcove. Level 3 acquired Telcove. Level 3 became part of CenturyLink which is now Lumen Technologies. -Launched lucrative new wholesale sales channel. Managed and grew six existing customer accounts, totaling $45M, and identified additional revenue opportunities. -Increased existing revenues by more than 65% in the first six months. -Generated new business of $10M+ in first year. Show less



Computer jobs

• Telecommunications
• 1 - 100 Employee

• Senior Product Manager

  • Jun 1995 - Jan 1998

  Tulsa, OK WorldCom, Inc. (fourth largest telecommunications provider) acquired WilTel Communications Wholesale Services. Verizon acquired WorldCom. -Managed WilTel/WorldCom voice and data products from inception to launch and through entire product lifecycle. -Led 30+ member cross-functional teams in several fast-paced product launches that increased revenues by 70%. -Led customer advocacy boards to develop new products.



Resolution Trust Corporation

• Asset Management Analyst

  • May 1992 - May 1995

  Denver, Colorado, United States The Resolution Trust Corporation was a temporary government financial services agency (1989-1995) established to bail out US savings and loan institutions. -Managed assets of failed savings and loan institutions and recommended sales/dissolution of assets.