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PROFILE
A strategic transformation professional with a proven track record in enterprise and SME environments, both locally and globally. Expertise spans business leadership, management, and technology, with a particular strength in leading cross-functional teams, analysing complex problems, and developing and executing comprehensive strategies. Working with Director/C-level peers implementing initiatives across various industries, including insurance, law, managed services, technology and more. An advocate of digital-first culture and frictionless processes, combining big-picture thinking with creative problem-solving to drive innovation and results.
NOTABLE ACHIEVEMENTS
Digitally enabled a European insurance business, reducing operating and underwriting costs and implementation times, resulting in 30% increase in policies underwritten in 2 years.
Entered an industry and became the first-choice supplier for managed print services securing seven of the top firms and others in the industry by working in value offered rather than features and functionality.
Turning around a failing software and consulting business, entering new geographies within 12 months.
EXPERIENCE
Business Technology and Product Partner, The Royal Mint (2021 to date)
Managing the business technology relationship, strategy and roadmap, owning the transformation portfolio.
Providing innovation and thought leadership in driving the transition towards product based solutions and technology enabled services that add identifiable benefit to the organisation. Problem troubleshooting, strategy, and technology portfolio and roadmap ownership. Building preliminary and detailed business cases.
Delivered a technology platform for “886 at The Royal Mint” for online, instore sales and fulfilment.
Stepped in to save an ERP programme, creating a new approach, a revised programme of work, re-motivating the team, and an enterprise-wide target operating model, leading to a successful delivery.
Aligning to the wider business strategy, introduced and controlled a technology product roadmap.
Introducing and embedding a Lean Portfolio Management approach to the organisation
Co-Founder, Digby AI (2019 to 2020)
Co-founder of a digital start-up with a solution based on data and AI understanding.
Lifestyle searches, recommendations and ecommerce service prototype ready for first round investment. Data from multiple sources and “lifestyle learning” run through an AI engine to give personalised recommendations. Supported this venture with ad-hoc business consulting through a business partner.
Development of a business plan and financial model preparing for EIS qualification and £700K VC investment.
For a start-up; strategy, innovation, commercials, product roadmap and business operations.
Head of Digital Transformation (Europe), Assurant Solutions (2015 – 2018)
Led the digital strategy achieving commercial benefits and culture change through products, technology and processes for the European arm of an $8 billion global insurance business.
A member of the senior leadership team tasked to digitally enable the business throughout Europe. Accountable for the digital business and technology, innovation and transformation. Advised the board on digital services, customer experiences and technology based innovation. Delivered 30% commercial growth through digital platforms and technology, speed and agility through the introduction of B2B and B2B2C sales and servicing channels for customers and business operations, and enabling new digital only products. Delivered using internal and external resources geographically spread.
Winning multiple new customers across Europe because of the better commercial and customer offers enabled through the growing margins via lower cost and faster implementations, and the greater client flexibility of configuration and high adoption rates with a simplified, continuously improving user experience.
Enabled the European organisation with a “digital first” culture giving them; efficiencies in digital processes, commercial benefits, better risk control, and true omni-channel customer experience. With faster responses, more attractive propositions and commercials the business grew by over 30% in 2 years.
Worked with stakeholders ensuring corporate strategic objectives were delivered and full cooperation between all active teams. Owning the portfolio of digital projects and product roadmaps, it was possible to ensure resource and effort was maximised, costs contained and the business quickly gained tangible benefits.
Thought leadership for digital business. Re-envisioned products through the use of CRM, data and AI creating fuller customer experiences and better commercial risk control.
Global Customer Operations and Commercial Manager, Lexmark International (2008 – 2015)
Made Lexmark the de facto standard in top law firms and central government.
With customers based in all regions of the globe, leading commercials, operations and service delivery for the legal sector and UK central government, consistently achieving high profitability and customer satisfaction scores.
Changing the focus from price and features to benefits and controls, led the operational and commercial entry into the legal sector to become a dominant player of managed print services.
Achieved contract renewal and expansion covering 19 countries worth in excess of £18 million in the legal sector and significant extension to several government contracts.
Development and implementation of governance models to monitor, report and deliver against contracts with a high degree of automation yet configurable to customer needs.
Winning a commercially sound long term service contract, addressing a seemingly insurmountable problem.
International Director, Minisoft Inc (2004 – 2007)
Turned around this FinTech’s international business and entered new geographies.
From a failing business, within 3 months operating at a profit with revenue growth. Developed new services and sales channels to achieve a stable and profitable business, taking the business into Australia within 12 months.
Set and implemented a new strategy and reshaped the business for survival and growth.
Greatly increased global customer satisfaction and sales revenues through CRM.
‘Internationalisation’ of the core software product to support the growing international customer base.
Head of Business Travel Unit, Amadeus GDS (FTC 2003 – 2004)
Enabled the expansion into the business travel market for flight, hotel, rail and car ticketing sales.
Establishing a sales and marketing team, creating propositions and sales tools, and reorganising the UK business to operate selling tickets through the Amadeus Global Distribution System (GDS).
Won contracts with seven of the top ten business travel agents within one year.
Recreated the incentive programme for manageable operations and higher customer satisfaction.
EDUCATION
Master of Business Administration (MBA), Kingston University
"Strategic use of emerging technology", published in The Journal of Strategic Change.
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