Operations, Student Experience & Service Transformation Leader
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Operations and student experience leader with 15+ years of experience delivering operational transformation, customer experience improvement, and large-scale service delivery across higher education and professional training environments.
Proven track record of leading multi-site operations, managing £4m+ budgets, implementing CRM and ERP systems, and improving operational efficiency through process optimisation, KPI management, and digital transformation initiatives.
Experienced in leading high-performing teams, driving service excellence, improving enquiry management operations, and delivering measurable improvements in stakeholder satisfaction, workforce performance, and operational effectiveness. Strong background in shared services, governance, compliance, systems implementation, and cross-functional stakeholder management within complex organisations.
Student Information and Advice Manager
University of Bedfordshire | Jan 2026 – Present
University of Bedfordshire | Oct 2024 – Dec 2025
Certsure LLP | Mar 2011 – Mar 2024
Ascertiva Group Ltd | Mar 2007 – Mar 2011
ISO 9001 QMS Lead Auditor (IRCA)
ILM Leadership & Management
City & Guilds External Quality Assurance
