Strategic Consultant and Change Leader
Brian has 20 years’ experience leading transformation programs from setting strategy, designing and leading change to deliver improved business and financial results. He has led over 20 successful large-scale transformation initiatives for clients across all main sectors, the largest involving 10,000 employees and 12 million customers. He has helped to pioneer many recognised best practices and benchmarks used today in the customer service industry. With expertise across people, process, technology and culture change, programmes have delivered tangible increases in efficiency, productivity and patient and staff satisfaction for less cost. Brian works from board level to the front line and successfully inspire and engage people to own and drive change
Clients include various NHS and local government organisations, Barclays Bank, Marks and Spencer, Eon Energy, Lloyds TSB, National Express, Aviva and Bupa. He is also Judge of the UK Customer Experience Awards. Brian loves theatre, architecture and design and all things Italian.