Human Wonder Unlimited

We are passionate about helping people thrive. As coaches and therapists ourselves we see every single day that people can transform their lives when they get the help they need to make change.

Director

Pure Performance

Deliver business coaching and consulting services to senior leadership teams working in financial services with a focus on Leadership development- developing skills to motivate and lead teams to implement strategy and to achieve performance targets by harnessing the talent and skills of their teams.

Senior Consultant & Business Coach

Post Office Ltd

Led the Inquiry Programme Data & Processes workstream to identify and implement business critical improvements to supporting Postmasters and Post Office branch operations including:

1.  Technology transformation - worked with technical teams to implement new capabilities and bug fixes to branch IT software and systems.

2.  Data and processes management - established collaborative relationships with our legal partners and technology providers to make the relevant data available and accessible from across the Post Office data landscape for disclosure to the Inquiry.

3.  Culture of continuous improvement - trained internal teams on new ways of working to support Postmasters, including embedding a culture of continuous improvement.

Senior Project Manager

AXA – Global Healthcare

Led the Salesforce programme to improve the experience for healthcare insurance customers, brokers and providers through business process improvement aligned to technology simplification, using Salesforce capabilities including: marketing campaign and lead management, customer onboarding, acquisition & retention, Member Case Management, omni-channel and Salesforce Marketing Cloud.

Customer Transformation Manager

Imperial Brands PLC

Identified and shaped demand for Salesforce capabilities from global Marketing & Sales teams by partnering with stakeholders and engaging with IT teams to deliver solutions.

1.    Served as an expert advisor to stakeholders on exploitation of IT solutions, emerging technologies and opportunities.

2.    Partnered with senior stakeholders to develop business cases and prove the value/benefits in order to secure funding.

3.    Line managed, coached and led IT resources in the Centre of Excellence to build, test and implement Salesforce capabilities.

CRM Business Partner

Deloitte Consulting

As part of Deloitte’s Future of Work programme, working for the Global Talent Partner to build and implement a world-class contingent labour capability, ensuring the right activities are being undertaken by the right people in the right location.

1.    TOM design and implementation – Redesigned Associate recruitment team to specialise in the highest value activities to drive business adoption, improve Associate quality and speed of deployment.

Transformation Consultant

Adecco

Worked for the Senior VP of IT to implement a world-class IT capability with strategic IT partners and outsourced services to reduce costs and improve operational efficiencies.  

1.    TOM design and implementation – Lead the design and implementation of 6 operational layers of the TOM to achieve an effective and sustainable business transformation.

Target Operating Model Consultant 

British Business Bank

Worked for the Managing Director to implement a business transformation programme that reduced service delivery costs through streamlined processes, equipping delivery partners with a single view of the customer and improved customer insight and M.I., and embedding a change capability for continuous improvement. Selected and managed a CRM implementation partner in the development of a new Salesforce CRM platform, integrating finance applications, re-engineering the end-to-end customer journey. Implemented a Shared Services Centre.  

1.    Salesforce implementation – Led the design and implementation of 10 operational layers of the TOM to achieve an effective and sustainable business transformation.  Conducted ‘as-is’ assessment of customer journey, created ‘to-be’ vision of the operating model and planned a detailed implementation roadmap of change initiatives to achieve the target state operating model. Established a PMO and Change Control Steering Group to manage a portfolio of change projects.  

2.    Target Operating Model (TOM) – Led the design and implementation of 10 operational layers of the TOM to achieve an effective and sustainable business transformation.  Conducted ‘as-is’ assessment of customer journey, created ‘to-be’ vision of the operating model and planned a detailed implementation roadmap of change initiatives to achieve the target state operating model.

Transformation Director

Atos Consulting

As the Service Integration & Management (SIAM) partner providing Service Integrator and Service Desk (SISD) services for Post Office Ltd, I was responsible for transitioning core HR, Finance and Supply Chain applications to the new systems integration partner.  

1.  Project mobilisation – Established relationships with senior stakeholders including incumbent service providers and new partners to gather requirements for the new application services. Onboarded and trained Business Analysts and web development teams to enable the audit of websites and applications in order to gain an understanding of the key user journeys and required business and technical improvements.

2.  Transformation workshops – Utilising ITIL framework, conducted transformation workshops between software providers and developed a detailed transition plan outlining critical milestones including TUPE consultation, database back-ups, license negotiations, software configuration, User Acceptance Testing, user training, implementation, post go-live support and continuous improvement.

Business Change Manager

The University of Law

Responsible for leading the implementation of MS Dynamics CRM 2015 across Marketing, Sales, Recruitment, Finance and Admissions departments.

1.  Implemented a Target Operating Model (TOM) that drives customer acquisition and improves internal operational performance, including implementation planning to embed a culture of ongoing process and performance improvements.

2.  Managed a dedicated CRM team made up of 3x Business Analysts, 2x IT Project Managers and 4x Microsoft Integration Partners to ensure CRM project is delivered on time, to budget and specification.

CRM Programme Manager

Senior Transformation Consultant and Business Coach with over 14 years of experience delivering digital transformations for some of the UK’s leading financial services firms. 

- Successfully recruited, trained and up-skilled customer-facing and back-office teams in Agile service delivery and project management; 
- Delivered CX transformations by implementing Salesforce and MS Dynamics; 
- Outsourced and offshored back office operations and shared services (Finance, HR, Service Desk, DevOps); 
- Integrated business units resulting from mergers and acquisitions;
- Coached senior executives in business analysis, problem solving, project management, communications and leadership.

Skilled in delivering substantive business process re-engineering (BPR), cost reduction, restructuring, training, coaching, and embedding an internal PMO and change management capability. Ex-Deloitte management consultant, MBA from the London Business School and certified Marshall Goldsmith Executive Coach.

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