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Customer Service, Continuous Improvement and Enterprise based Planning and Data Analytics are at the heart of what I do.
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I've spent my career making organisations work better from leading 1,800-person change programmes to redesigning how frontline teams serve customers, and a lot of the harder, less visible work in between.
My background spans public sector, government-contracted services, and private sector operations. The thread through all of it: performance, workforce transformation, digital change, and decisions grounded in data.
I'm a Founding Friend of PTSD UK. Based in Galashiels, Scotland.
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LinkedIn · Connect or message me
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Blog · Writing on transformation and change
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Practical writing on transformation, improvement, and public sector change.
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Public Sector · Central and local government, agencies, arm's-length bodies
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Charity / Third Sector · Mission-driven organisations where the work has a direct human impact
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Transformation & Change · Director-level and senior leadership roles, UK-wide
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Purpose before progression. If there's a fit, I'd welcome a conversation — [email protected]
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~20% FTE Reduction · Omnichannel WFM Transformation
Front and back office workforce management, omnichannel contact methods, and active monitoring — sustained ~20% FTE reduction alongside measurable NPS improvement.
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87% → 96% Compliance · Knowledge Management System
KMS in a high-security environment using process flow and smart FAQ mechanics. Compliance rose from 87% to 96% in three months.
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11 Systems → 1 · CRM Integration, MOJ Contract
11 disparate systems unified into a single secure platform, cutting task times and improving compliance.
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1,800 FTE · Continuous Improvement Strategy
Full CI strategy covering culture, process, measurement, and capability across a 1,800-person organisation.
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Zero Disruption · COVID Remote Transition
500+ person operation moved to fully remote at pace. No significant service disruption.
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Planning and Insight | Wiki Control
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