John Hutchinson

Transformation and business improvement professional with experience delivering organisational change across local government, central government, financial services, and customer operations environments. Skilled in stakeholder engagement, service redesign, governance, and operational improvement, with a proven track record of delivering measurable efficiencies and leading complex change programs.

Customer Operations Advisor (Regulated Financial Services) - Wrisk Finance Ltd

(2024-07)

• Phone facing representative regarding regulated insurance products
• KPI attaining and management
• Interpersonal customer centric servicing using a wide range of systems and procedures

Interim Change Manager - Staffordshire County Council, Dudley MBC, Ofqual

(2022-08 - 2024-12)

Led change and transformation initiatives across multiple public sector organisations, partnering with senior stakeholders and programme sponsors to deliver operational and service improvements

• Leading the transformation project for Public Facing Services, utilising Agile and waterfall methodologies
• Managing the implementation of a new CRM system for Highways, including Procurement appraisal, CRM system 'As Is' and 'To Be' mapping
• Managing relationships with stakeholders, including external vendors, to ensure project success
• Managed programme dependencies, risks, and delivery milestones to ensure successful implementation across multiple workstreams
• Controlling documentation for audit purposes
• Delivered £1.3M in operational savings through process redesign, quality improvement initiatives, and waste reduction programmes
• Enhanced project efficiency using Six Sigma methodologies
• Implemented robust governance frameworks, including detailed terms of reference

Video Hearings Officer - Ministry of Justice, HMCTS

(2021-11 - 2022-08)

• Key stakeholder in the implementation and operation of national video hearings, including UAT and team training
• Facilitated the nationwide rollout of video hearings

Business Improvement Manager - HomeServe Membership Ltd

(2007-09 - 2021-09)

• Defined and aligned project objectives with stakeholder expectations
• Trained and mentored junior project managers
• Generated £1.3M in annual savings through process optimization and waste reduction initiatives
• Implemented flexible working policies and restructured contracts for 400 employees

Customer Service Team Manager & Mortgage Services Manager - National Guarantee

(2002-10 - 2007-09)

• Section Manager and Senior Associate

Level 4 Associate Project Management - Project Management

Agile Foundation - Agile

Six Sigma Green Belt - Six Sigma

8 O Levels - General Education (1986-09 - 1988-06)