Head of Customer Excellence at Orbit Housing (2026-04 – Present)
- Developed a framework for identifying, prioritising and delivering customer-focused service improvements.
- Established governance arrangements to ensure customer insight, complaints intelligence and performance data drive organisational decision-making.
- Lead customer journey reviews and service design activities to improve customer outcomes and operational efficiency.
- Facilitate cross-functional improvement workshops, root cause analysis and action planning across key service areas.
- Translate customer insight, operational performance and regulatory findings into measurable improvement initiatives.
- Champion customer-centred design principles, accessibility and inclusion across service development and transformation activity.
- Provide assurance to senior leaders on the delivery, impact and benefits realisation of improvement programmes.
- Support delivery of Orbit's strategic objectives by embedding a culture of continuous improvement and customer excellence.
Head of Customer Resolutions at Orbit Housing (2024-04 – 2026-04)
- Lead the design and delivery of fair, inclusive and consistent complaint handling frameworks, strengthening customer trust and organisational reputation.
- Drive cross-directorate collaboration across Service Delivery Teams to identify systemic themes and embed sustainable organisational learning.
- Provide strategic leadership to Customer Resolution Managers and the Ombudsman Team Leader, aligning performance delivery with SLAs, regulatory requirements and organisational priorities.
- Conduct organisational self-assessments and case reviews against the Housing Ombudsman Complaint Handling Code, implementing targeted improvement plans.
- Translate complaint insight, Ombudsman outcomes and operational data into Board-level performance reporting that drives accountability and evidence-based decision-making.
- Oversee end-to-end complaint journeys, embedding root cause analysis and continuous improvement methodologies to reduce escalation and prevent recurrence.
- Act as primary liaison with the Housing Ombudsman, managing determinations, orders and recommendations, ensuring timely, auditable and transparent compliance.
- Lead the strategic development of Orbit's complaints governance framework, ensuring alignment with regulatory expectations and the Everyday Excellence programme.
Customer Voice Manager at EMH (2023-05 – 2024-04)
Led the strategic delivery of the complaints framework, ensuring full alignment with policy, legislation and regulatory standards while embedding a culture of insight-led continuous improvement. Championed root cause analysis and customer voice integration to drive meaningful, organisation-wide service enhancements.
- Designed and implemented the complaints framework aligned to the Housing Ombudsman Complaint Handling Code, including governance, process design and training.
- Developed performance reporting, KPIs and TSM-aligned dashboards to strengthen oversight, compliance and risk management.
- Translated complaint data, Ombudsman determinations and customer feedback into organisational learning, facilitating root cause analysis and improvement planning across service areas.
- Led complex and high-profile complaint investigations, working with Directors and Board Members to coordinate strategic responses and regulatory reporting.
- Drove contractor accountability through performance insight, challenge and improvement monitoring.
- Delivered the customer involvement strategy, ensuring customer feedback influenced service design, policy development and organisational decision-making.
- Embedded frameworks to promote fairness, accessibility and inclusion, supporting the development of the organisation's EDI approach.
- Managed the customer voice budget and established customer involvement groups to strengthen customer influence across operational and strategic activities.
Business & Change Analyst at Altair Ltd (2022-04 – 2023-04)
Provided strategic and operational consultancy to housing clients, supporting organisational transformation, service redesign and long-term resilience through structured change frameworks and insight-led improvement.
- Designed end-to-end service blueprints and customer journey maps, analysing system touchpoints, operational workflows and pain points to create future-state models aligned to strategic objectives.
- Facilitated cross-functional process mapping workshops, bringing together operational leaders, digital teams and customer representatives to identify inefficiencies and redesign services around customer need.
- Conducted organisational maturity assessments, identifying gaps in governance, performance management and customer experience frameworks, and developing targeted improvement roadmaps.
- Translated customer feedback, staff insight, survey data and performance metrics into actionable recommendations with clear benefits realisation plans.
- Developed change management strategies and implementation plans to embed sustainable improvements across housing and customer-facing services.
- Produced Board and Executive-level reports outlining risk, impact analysis, delivery timelines and measurable outcomes.
- Led quality and impact assessments for service redesign initiatives, ensuring regulatory alignment and operational feasibility.
- Drafted and reviewed policies to reflect legislative updates and strategic change, strengthening governance and accountability.
- Supported programme governance through development of PID documents, RAID logs, highlight reports and structured project oversight frameworks.
Customer Experience Lead at EMH (2021-01 – 2022-04)
Led the delivery of end-to-end complaint resolution across all customer touchpoints, driving service consistency, regulatory compliance and continuous improvement across the organisation.
- Partnered with Senior Management to embed customer-centric practices and align complaint handling with organisational objectives.
- Provided Board-level performance commentary, translating KPI trends, Ombudsman outcomes and lessons learned into actionable insight.
- Reduced Housing Ombudsman maladministration findings and eliminated complaint handling service failures through workflow redesign, standardisation of response frameworks and strengthened governance.
- Facilitated organisation-wide service improvement workshops, embedding root cause analysis and preventative action planning.
- Influenced cross-departmental accountability, empowering teams to challenge substandard responses and improve quality assurance.
- Ensured effective management of high-profile and reputationally sensitive complaints, coordinating Directors, contractors and stakeholders to achieve timely resolution.
Project Support at EMH (2016-08 – 2018-12)
Selected by the Heads of Customer Services and Property Services to lead the design and implementation of a new repairs management system (Cloud Dialogs), aligning digital functionality with operational workflows and customer journey requirements.
Customer Service Team Lead at EMH (2012-03 – 2020-12)
Led and developed a multi-channel Customer Service Team, ensuring consistent, high-quality service delivery across telephone, digital and social media platforms.
Personal Account Manager at Lloyds TSB (2008-09 – 2012-03)
Delivered tailored financial reviews, balancing strong customer outcomes with commercial performance and regulatory compliance.
Bank Manager at Bradford & Bingley (2005-03 – 2007-09)
Led the operational and commercial performance of a retail banking branch, with full accountability for profit and loss, customer satisfaction and compliance.
