Description

I help CEOs and other senior execs navigate growth and scaling challenges. My broad experience working in operations, transformation and strategy leadership roles across start-ups, mid-sized businesses and corporates means that I can comfortably switch between both the macro (e.g. translating a vision into a clear strategy and a plan to execute) and micro (e.g. rolling my sleeves up and transforming struggling operations)

If you have a fire🔥and need someone with a fire-hose, then get in touch!

Where I can help:

Strategic Leadership: I specialise in making sense of chaotic situations - turning data and insights into clear direction, then crafting the narrative that makes everyone want to be part of the solution
Strategy Implementation: Turn high-level vision into executional plans, ensuring understanding and alignment across the organisation
Enabling business growth: Help solve complex problems that many scaling businesses face, including growth roadmaps and strategies, leadership team effectiveness, OKR roll-out, culture development, operating models & organisational design for growth, identification and resolution of growth blockers
Transformation & change: Deliver real and lasting change through hands-on projects such as: organisational design, role design and team reviews, operational audits and improvements, major organisational change, outsourcing, automation & AI
Operational improvements: Identification of operational issues, understanding root causes and rapid implementation of improvements, e.g. improving communications, customer and employee experience enhancement, process definition and optimisation

Industry field of expertise

Languages

English
Native or bilingual

Workplace preferences

Can work on-site

London (up to 50km)

Chip
Transformation Consultant
TECH
September 2024 - April 2025 (7 months)
London, UK
Restructured 35-person Customer Support department to improve ability to handle both seasonal growth in customer numbers, and short-term promotional-driven spikes in tickets volumes. Improved Average First Time Response from 4 days to <30mins, and CSAT from 74.8% to 82.4%. Extended coverage to include evenings and weekends with no drop in standards
Lead project to develop a proof-of-concept AI chatbot, for external and internal use
Designed and implemented an updated approach to company and departmental goal setting
La Fosse Associates
Transformation Director (Interim)
HUMAN RESOURCES
October 2023 - August 2024 (10 months)
London, UK
Created and oversaw the implementation of La Fosse's operational transformation programme:

Identified the need for a holistic review of our core finance processes, and in the absence of a CFO drove a Finance Transformation Audit to identify changes and investment required to enable scalability and reduce error rate
Partnered with the Chief People Officer and the rest of the Leadership Team to define a new operating model and organisational structure for all non-sales functions.
Lead a cost-reduction exercise, identifying >£650k of supplier savings in 2024 and £1.5M in 2025
Restructured the underperforming Candidate Care & Billing functions (18 heads), increasing Candidate NPS from -15 to +24, and Team Satisfaction from 5.8/10 to 7.5/10
Oversaw an end-to-end review of our candidate experience, which resulted in a programme of initiatives to be delivered in H2 2024
Translated existing high-level strategy into a clearly defined set of annual and quarterly strategic goals, quarterly priority workstreams and key initiatives
Conducted a Data & Tech Strategy Review, and as a result established a clear tech roadmap, including areas for further investment and areas for replacement of existing tools
Intuit Quickbooks
Head of Strategy & Business Operations
TECH
March 2021 - October 2023 (2 years and 7 months)
London, UK
In my role as Head of Strategy & Business Operations, I sat on the UK Leadership Team. I was responsible for developing the UK's 1,3 and 5 year strategy, and designing and implementing the internal systems and operating model to deliver against this strategy. I also owned the process to identify, prioritise and manage the implementation of emerging strategic initiatives. Achievements
• Rolled out OKR framework to the UK business to ensure that teams' efforts were aligned to the strategy and commercial targets. As a result, we exceeded our customer growth targets in FY23, following 2 years of missing targets by >10%
• Created a business case for a confirmed incremental $17M product & engineering investment to support UK's growth ambitions
• Lead project to launch QB Advanced product in UK, delivering >$1M revenue in first 6 months (25% ahead of target)