4BI Solutions

Working as a consultant, led an engagement to diagnose, design and mobilise a new, agile operating model and enhanced data analytics capabilities, delivered through the Azure cloud services platform.

Led extensive value stream mapping to surface data use cases along with digital and business initiatives, with quantified hard benefits, along with a delivery roadmap and associated business case to deliver.

Created high-level data architecture and managed the delivery of client reporting through a data portal, using Power BI embedded.

Managed senior stakeholders to develop an agreed 2-year vision and target operating model including high-level business, technology and data architecture.

Business Transformation Consultant

Gobeyond Partners

Leading project teams and clients to diagnose, design and implement large-scale change across processes, people and technology.

Enabling culture change and operational transformation by coaching operational excellence tools and techniques to front-line managers up to heads of department.

Lean Transformation Consultant and Coach

First Central

Led data management implementation across all business functions, which enabled the delivery of new Power BI reporting and data science use cases.

Designed, developed and implemented a bespoke data management framework based on the DAMA industry standard.

Created a capability map, documenting the strategic design of new data management capabilities and baselined organisational maturity.

Designed and implemented forums, processes, policies, tools and metrics that delivered the data management operating model across the organisation.

Identified and co-ordinated a team of Data Stewards, who developed and applied standards for data modelling, data dictionary usage, and data cataloguing that resulted in the accelerated delivery of value-added data products.

Data Management Lead

HSBC

Led an extensive operating model review of the bank’s retail complaints function.

Identified opportunities to improve complaints processes and operating model resulting in FTE savings, and reduced compensation expenditure.

Designed target operating model and led initial changes across a ~300 FTE business.

Business Transformation Lead

AXA UK

Led a project team in the diagnosis and design of a new target operating model for a motor claims operation.

Used value stream mapping and efficiency analysis to baseline performance and identify opportunities for improvement.

Coached the project team and the business in Lean ways of working, which resulted in a significant reduction of work-in-progress, customer delays and increased levels of operation efficiency.

Lean Transformation Consultant

Unipart Group

Using Six Sigma and Lean within a project management framework to lead change which results in tangible business benefits for Public Sector and Financial Services clients.

In particular providing subject matter expertise and guidance in the excecution of "Voice Of Customer" approaches (Quality Function Deployment) to develop customer driven high level KPIs.

Also, using Value Stream Mapping to understand the current state of highly complex financial service processes, identify opportunities and design future state concepts and principles into client processes.

Lean Consultant

Royal Bank of Scotland

Lead and deliver large scale Lean Sigma projects on complex processes with multiple dependencies, focused on improving Customer Satisfaction and Business Efficiency.

Manage stakeholder relationships and a team of project managers to deliver the wider project objectives.

Process Improvement Manager

Jaguar Land Rover

Led production assembly line team to achieve challenging production targets in Safety, Quality, Delivery and Cost.

Used lean tools and techniques on a day-to-day basis in a world class lean facility, recognised as being amongst the most productive car plants in Europe.

Production Manager

Identified and undertook various Six Sigma projects focused on driving down warranty costs through the analysis of root causes and reduction of manufacturing variability.

Predominantly focused on the Chassis and Trim engineering disciplines, the projects focused on using the DMAIC methodology and managing stakeholders from multiple disciplines to resolve issues and drive down warranty cost.

Six Sigma Black Belt

I am an experienced leader in all aspects of Business Transformation, with a strong ability to engage stakeholders and align the organisation behind a compelling vision and case for change.

My typical engagements are target operating model focused, and over the years have been able to develop an approach that drives change across business, technology and data architectures. Through it, I am able to quickly find opportunities that can amount to tens of millions in benefits through increased operational efficiency, while improving customer experience.

My approach comes with a well-developed framework and a variety of pre-made workshop materials that can accelerate delivery and bring alignment when complexity levels are high.

I use a Lean-Agile approach, with an emphasis on developing business agility, that brings together business, technology and data analytics teams, enabling them to deliver more value, earlier and more often.

Phil Mottram

AnnieMam Ltd

Utilising multiple years of experience within a spread of industries- but more significantly in financial services- I can provide a framework through which you can identify opportunities for process and customer experience improvements that impact your revenue and cost lines. 

I work with colleagues across the business and can prepare programmes to drive increased colleague satisfaction and engagement in customer service. 

I use a combination of methodologies; Lean, Agile and Customer journey assessment and a multitude of techniques to enhance team working and improve colleague morale.

I work with managers to prioritise opportunities and impact assess changes before supporting them in preparing a delivery plan.

Working in highly regulated industries (financial services and pharmaceuticals) I have a deep understand of risk management.

Consultant

Women in CX ™

Member

OSB Group

To support the bank in delivering against the Consumer Journey (Consumer Duty) programme; to include delivery of uplifts, illumination of customer harms and overall improvement in customer outcomes.

To deliver enduring operating model and journey management approach.

Consumer Duty Customer Journey Lead

XM Coach

(Part-Time Role)
XM Coach is a specialist advisory practice. We coach leaders to drive improved business performance from the experience their organisation delivers to customers, colleagues & partners.

Chief Customer Officer

Metro Bank (UK)

Defining and executing frameworks for Customer Journey Mapping and adapting for Metro's needs including refinements to support Consumer Duty.
Working across the bank to understand capability gaps and opportunities for colleague and customer satisfaction.

Lead Customer Experience Manager 

Working across the business to define and deliver changes (big and small); incorporating technology but always engaging our wonderful colleagues and building solid relationships.

Continuous Improvement Manager

Equifax UK Business

Process Improvement Leader, Europe

Barclays

VP – LEAN Process Improvement Leader

Unipart Group Ltd

Lean Transformation deployments across a number of sectors including: IT and Telecommunications; Local Government; Local Authority; Insurance, and Logistics.

Senior 1 Practitioner (Lean)

Thames Water

Change Partner

Astrazeneca

Senior Process Engineer and Site Wide Non-Asset Project Manager

I am a business consultant who specialises in process improvement and customer experience across various industries, with particular specialisation in financial services. I bring diverse perspectives and experiences to the teams I work with, and I thrive in collaborative and agile environments. 

I am passionate about helping organisations identify and implement opportunities for enhancing their revenue and cost efficiency through driving increased customer and colleague satisfaction. I provide clients with frameworks and methodologies to assess and improve their service delivery. 

My mission is to help organisations:

- Put customers at the heart of their product design and delivery
- Invest in employee, customer, partner experience and build sustainable and responsible relationships
- Leverage technology (including AI as appropriate without losing the human touch)

I work with my clients to future proof and innovate through experimentation to deliver bespoke solutions. 

I have served as part of the management team at XM Coach, a specialist advisory practice that coaches leaders to drive improved business performance from the experience they deliver to their customers, colleagues, and partners. 

My active participation in networks and conferences allow me to stay close to the latest thought leadership and global experts around Experience Management and technology trends in Customer Experience delivery.

taplio

The Battle

Phil Mottram

Annie M.

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