True North Digital Approach:

• Designed, delivered and managed effective change Programme for organisational change impacting 360 employees.
• Developed the leadership alignment and organisational readiness approach for the successful implementation of a key technology replacement which impacted over 5m consumers.
• Built the deployment strategy and all ancillary digital materials for the successful rollout of a new CRM to manage clients and end consumers with a revenue value of £50m.

Outcomes Achieved:

• Increased NPS from -30 to +5 promoting brand awareness and supporting retention and growth strategies.
• Achieved a 32% reduction in the first quarter against re-planned work packages by changing the operational model across the business to focus on customer satisfaction.
• Realised a 40% (c£40k) reduction in regulatory fines through the effective deployment of operational changes.
• Reduced Call Centre volumes by 22% through defining the strategy, implementing tactics and developing the sustainment plan.
• Increased quality of work to 98.1% by leading the management team in a ‘quality of service’ enhancing Programme.