Experience
Please request a copy of my CV to see a full breakdown of my experience and achievements
Housing sector
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The Guinness Partnership: Led the successful transition from an office-based to mobile model of service delivery.
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Sanctuary Housing: Initiated and set up customer service centre and shared services centre supporting a new commercially focused service delivery model.
Public Sector
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Parliamentary and Health Service Ombudsman: Led the development of a Knowledge and Information strategy and associated transformational change programme.
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Atomic Weapons Establishment: Classified work at DV level, including setting up new operational capability.
Financial Services
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Cheshire Building Society: Led development and operational delivery of digital strategy.
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Zurich: Led performance turnaround and growth across general insurance sales, integrating different operations including life.
Travel and Leisure
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Lastminute.com: Led transformation of online customer services operation.
Media
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Virgin Media: Set up new online customer service and sales operation.
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TheStreet.co.uk: Set up new customer service operation in new online business start up.
Marketing and Advertising
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Foote, Cone and Belding: Advertising Account Director with clients such as British Airways.
Healthcare Sector
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Enham Trust: Led operational delivery of residential care, respite care and community care services for children and adults with complex disabilities.
Business services
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Armchair Answercall: Led the restructure of the sales operation and business processes for a new company start up.
Education
Educational Qualifications
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University of Southampton 2015 PhD Strategic change
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University of Southampton 2002 MBA with Merit