Corporate Experience

Corporate Experience

As a seasoned leader with extensive experience at global corporations like Visa and American Express, I bring a wealth of knowledge in operational excellence, transformation, and customer experience to my consulting practice. Armed with an MBA from the University of Cambridge and as a Fellow of the Association of Chartered Certified Accountant (ACCA), I have developed a unique perspective that blends corporate acumen with a commitment to uplifting diverse and underrepresented professionals. My career reflects a steadfast dedication to addressing complex business challenges while fostering inclusive growth.

Bringing years of expertise in operational excellence, business performance, and customer experience to help organizations thrive.

20+

Years of Corporate and Transformation Experience

Services

Helping businesses improve through strategic planning and operational excellence.

Strategic Planning

Guiding governance and strategy to align business goals effectively.

Operational Excellence

Transforming operations to boost efficiency and performance.

Designing customer experiences that truly resonate and engage.

Customer Experience

FAQs

What is your background?

I bring over two decades of experience in business and corporate environments, specializing in operational excellence and business transformation across several leading organizations. My career includes roles at Visa, American Express, Discover Financial Services, Hewlett Packard, and Deloitte.

At Visa, I led key initiatives in client lifecycle operations, driving improvements in customer satisfaction and operational efficiency. During my tenure at American Express, I focused on enhancing the merchant experience and optimising performance management across various European markets. At Discover Financial Services, I managed client operations, where I implemented strategies that strengthened partner relationships and streamlined processes.

My journey also includes a commitment to the non-profit sector, notably serving as Chair of Citizens Advice Kensington & Chelsea along with multiple other trustee roles.

I hold an MBA from the University of Cambridge and am a Fellow of the Association of Chartered Certified Accountants (ACCA). This robust combination of extensive corporate experience and leadership in the non-profit sector equips me to create meaningful change and drive successful outcomes in both business environments.

What types of services do you offer?

• Process mapping and SOP creation for reliable, scalable workflows

• Review and upgrade of reporting/KPI frameworks to industry best practice

• Customer experience audits and feedback system setup

• Operational reviews and strategic growth roadmaps

• Lean team structure and change management advice

• Flexible advisory and Fractional COO support (set hours/month)

How can we enhance our customer experience to boost loyalty and satisfaction? Thereby increasing increasing repeat business and recommendations.

Enhancing customer experience starts with a thorough assessment of your current customer journey. This project involves an initial consultation to understand your business goals and challenges. We will review your customer touchpoints and feedback channels, identifying key areas for improvement. The final deliverable will be a detailed roadmap with practical recommendations, including the setup of feedback tools like surveys and online forms, to continuously gather and act on customer insights. This will help you create a more engaging and satisfying experience for your customers.

What industries have you worked in?

I have worked across multiple industries, which has enriched my expertise and ability to drive transformation in different business environments. My primary industry experience includes:

1. Financial Services: I have extensive experience in the financial services sector, having held pivotal roles at Visa, American Express, and Discover Financial Services. My work in this industry has focused on client lifecycle operations, payments processing, and enhancing customer experience.

2. Technology: At Hewlett Packard, I was involved in technology operations, specifically in areas related to internal audits and financial management, which allowed me to understand the intersection of technology and business processes.

3. Consulting: My tenure at Deloitte and Accenture provided me with a strong foundation in finance and management consulting.

4. Non-profit Sector: In addition to my corporate experience, I have also spent a significant amount of time (15+ years) volunteering within the non-profit sector, notably serving as trustee in multiple charities. I focused on governance, finance operations and strategic initiatives aimed at improving financial resilience and operational efficiency.

What steps should we take to strategically access our business operations sand identify growth opportunities?

A strategic assessment project begins with a comprehensive review of your current operations. This includes a pre-session review of your processes and a 2-hour video consultation to assess key operational challenges and opportunities. The outcome will be a summary report with prioritized recommendations tailored to your business's size and growth plans. This will provide you with a clear action plan to address bottlenecks and leverage growth opportunities, ensuring your business is well-positioned for future success.

Get in Touch

Reach out for consulting or questions.