Transformation Lead
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I am a Senior Process and Transformation Consultant with over 20 years' experience driving large-scale business and IT transformation across financial services and telecommunications. Adept at journey mapping, stakeholder engagement, and developing actionable policies that embed change, align with compliance and foster customer-centric service models. Proven track record of overseeing the successful delivery of transformation programmes, leveraging IT solutions to drive growth, reduce risk, and enhance operational efficiency.
Experienced in leading cross-functional teams, executing agile project management, and integrating digital technologies to simplify processes, improve service delivery, and support sustainable business outcomes.
I’ve helped companies like Cuckoo and Santander UK navigate the complexities of regulatory landscapes, designing and embedding customer-centric strategies while ensuring compliance and operational resilience. From re-engineering non-standard payment processes and developing vulnerable customer strategies to creating digital-first support models.
Notable achievements include leading cross-functional transformation programmes, developing robust compliance frameworks, and building internal capabilities to foster a culture of continuous improvement. I combine journey mapping, stakeholder engagement, and agile delivery with a strong focus on policy development and training, creating lasting impact for both customers and teams.
I am passionate about driving change that not only meets regulatory standards but also enhances customer experience and operational efficiency. Whether delivering quick wins or executing long-term strategic transformations, I help businesses build resilience, reduce risk, and improve service delivery.
Key Highlights & Expertise:
2:1 Accounting & Finance Degree
3 A Levels and 9 GCSEs
