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

Yorkshire Housing

Executive Director, Customer Experience

Leading c4000 colleagues across contact centres around the globe to help our customers make the best out of their money. 
Developing exceptional experience across direct channels including voice, bots, chat and social.

Director Customer Service Operations

NatWest Group

Leading the design and execution of the Customer Distribution strategic plan, delivering improved customer experience and income growth with a reduced cost to serve across direct channels and the branch network. 
Responsible for the cultural transformation of Customer Distribution to ensure digital innovation is embraced and sustained. 
Sourcing customer insight and trends to better understand current and future needs, using this to inform the strategic decisions required to transform banking for the future.

Head of Channel Strategy & Proposition

Responsible for developing and delivering the growth strategy for all web based customer contact including webchat, social media, video, interactive FAQs and mobile for the RBSG. Leading a large team of multi-contact staff, delivering against sales and service KPIs. Accountable for the secure nature of all new contact media, working with multiple partners to ensure the customer journey is paramount. A member of the Customer Contact board, helping shape and develop the multi-contact channel proposition of the future.

Head of Digital Customer Support

Lead and manage, with full accountability for people, customer and budget of the experience for high-value customers through direct channels.

Head of Private Banking Direct

Leadership of a 24/7 telephony operation, across multiple sites delivering inbound customer service and outbound sales (c600 staff).

Customer Service Manager

Leading an internal consultancy of business improvement managers. Developing programmes of work across the UK that transform Operations. Using OpEx principles to enhance ways of working and deliver efficiency whilst improving quality of service.

Lead Business Improvement Consultant

Customer obsessed leadership is my thing.
Coupled with extensive experience in channel strategy and digital and cultural transformation. 
I have a proven track record of implementing effective solutions that transform customer experience and improve cost efficiency across customer facing businesses. 
I also have a keen interest in social psychology and how it can inform the customer journey and behaviour. 
My mission is to transform customer experience for the future by embracing digital innovation and combining this with the expert human touch to create seamless, yet personalised customer-centric journeys.

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The Battle

Phil Mottram

Sarah Evans

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