Experience

Impact Innovation

• Business Consulting and Services
• 1 - 100 Employee

• Director

  • Feb 2012 - Present

  Key programmes...Bupa: Live programme - Customer/patient experience development programme to support the Bupa ambition - 'to be the world's most customer-centric healthcare company' and deliver world class care every dayYorkshire Water: End-to-end award winning Customer Experience strategy development programme for one of the UK's most essential and respected service providers. Including customer journey design, customer recovery enhancement (i.e. complaints), new service measurement, community engagement, social media for service development to name a few.Morrision Utility Services: Service proposition development for the UK's leading utilities service partner. Supporting the creation of the 2020 ICS Customer Service Programme of the year 'Every Customer Counts'.See below for more projects.

• Director of Customer Experience

  • Feb 2012 - Present

  Key programmes...John Lewis: Designing and delivering a major service transformation programme to help one of Britain's leading retailers maximise the potential of every interaction with customers. Working across all stores and contact centres, including the overall omni-channel experience. Transferring capability to internal teams, selected suppliers and third party service providers.New Look: Designing a new approach to make the customer experience even better in stores across the UK by recognising different customer needs and strengthening the capability and confidence of team members.Northern Powergrid: Understanding and improving the customer experience for customers during a power cut through customer journey mapping and focused idea generation - creating a new tone of voice approach and refreshing all customer communication across all channels as a result. Creating a new platform and strategy for engaging with stakeholders and supporting vulnerable customers, and helping document this in the SECV Ofgem submission 2016/17.Aspire Group: Delivering a customer experience improvement programme driven by our focused insight gathering approach. Developed a social impact model by engaging all types of housing association customers including the hard-to-reach. Redesigned key service propositions (e.g. emergency response services) creating significant cost savings whilst boosting customer satisfaction. Created a comprehensive development programme for front line staff and managers.John Lewis: Designing an integrated approach to effectively manage customer queries, problems, issues and complaints aligned to a new CRM system. Ensuring that every customer enjoyed a fantastic John Lewis experience regardless of where they were in their customer journey.AECOM: Designing and delivering a repeatable interactive induction for new graduates based on the AECOM values - to inspire, motivate, and kick start their career in construction.

• Director and Service Experience Lead

  • Jul 2011 - Apr 2013

  NHS - various trusts, CCGs, CSUs: Shaping new service propositions and transformation programmes, and then facilitating public and internal (GPs/doctors/nurses etc.) engagement around the implementation of these new services. Reframing propostions based on public feedback. Designing and delivering targeted service capability training.Sega/Hardlight: Developing a brand positioning and narrative to support the direction of future growth and the recruitment of new talent from the gaming industry. Working with our awesome Impact design team to refresh and redesign the Sega/Hardlight brand identity.Transport For London: Creating a comprehensive stakeholder engagement toolkit to facilitate collaboration and productive working across an extremely diverse set of stakeholders.NHS - Maternity Services: Designing and delivering a major leadership development programme for directors of midwifery services, senior midwives and obstetricians. This including facilitated visits to a selected number of our other clients to enable practical learning from complementary worlds (e.g. John Lewis and Waitrose).

• Associate Director

  • Apr 2010 - Jul 2011

  Key programmes...Parkland Fuel Corporation: Working across Canada to design and deliver a new customer experience for both retail and commercial businesses in a large, diverse, disparate, multi-brand organisation.NHS - Acute and Community Trusts across Hertfordshire and Worcestershire: Designing, developing and delivering (including training) a brand new approach to patient experience through every team member called Active Caring for Everyone. Working with the board to the front line in both large acute hospitals and in the community including mental health.NHS - Birmingham Children's Hospital: Delivering 'Creative Cost Reduction' activities to identify practical and actionable efficiencies whilst boosting the patient experience and making it easier for staff to do their job.

• Senior Consultant

  • Apr 2009 - Apr 2010

  Key programmes...O2: Designing and supporting the delivery of a new People Forum to engage all team members across the organisation in innovation around current and emerging issues and trends. NHS Institute for Innovation and Improvement: Developing and successfully testing new patient experience improvement methodology.NHS St. George's Hospital: Leading a patient and staff experience improvement programme specifically aimed at increasing the capability and self-esteem of Bands 1-4 staff. Working with all areas of trust as a joint development team, from Unions to the Exec.

• Lead Consultant

  • Apr 2008 - Apr 2009

  Key programmes...O2: Leading the development and implementation of new processes and systems to harness and utilise customer insight gathered through contact centre teams. Training leaders to upskill and motivate teams around productive customer conversations.Waitrose: Visioning and proposition design for a diverse set of core customer facing business areas, e.g. from the instore bakery format to food technology.

• Consultant

  • Apr 2006 - Apr 2008

  Key programmes...Accor Hotels - IBIS brand: Creating a 5 Star experience in a 2 Star environment. Supporting a cross Europe Customer Experience transformation programme in IBIS hotels. Developing the overall strategy through to delivering face-to-face training.Tesco: Boosting staff engagement in stores around service. Designing a new fun approach, using service performance data to create healthy competitiveness between stores in regions.Britannia Building Society: Working with customers to develop brand new Service and Product propositions specifically for children and parents.



The Activation Project

• United Kingdom
• Health, Wellness & Fitness
• 1 - 100 Employee

• Director

  • Feb 2020 - Present

  The Activation Project is our not-for-profit sister company on a mission to help the UKbecome and stay more active.We're working closely with organisations and indvidual leaders who are playing their part in creating a healthier, happier and more active nation. We aim to inspire, encourage, develop and support every single person who is working, volunteering or leading in sport, activity, health and well-being.Through these partnerships we help create new and exciting customer-focused experiences aimed at attracting and retaining a wider, more diverse range of customers. We proud to be supported by Sport England and The National Lottery.



The World

• On career break

  • Apr 2005 - Apr 2006

  Exploring the world: Canada, USA, Tahiti, Cook Islands, New Zealand, Australia, Singapore, Thailand, Cambodia, Vietnam, Laos. Exploring the world: Canada, USA, Tahiti, Cook Islands, New Zealand, Australia, Singapore, Thailand, Cambodia, Vietnam, Laos.



Tesco

• United Kingdom
• Retail
• 700 & Above Employee

• Marketing and Service Programmes Manager

  • Apr 1999 - Apr 2005

  Leading and supporting a variety of key strategic programmes aligned to the Tesco 'Customer Plan' focusing on:- Customer service experience- Staff experience and culture- Ranging and new product/brand development- Store format development- Local and national marketing initiatives- Fun events for customers and staff (in all stores)- Staff capability and training

• Store Management

  • Apr 1993 - Apr 1999

  Variety of Retail Leadership roles - stores and regional