Shaping and delivering business transformation through digital/AI, new operating models, and change management.Assignments:Global Manufacturing and Services Group - Generative Artificial Intelligence (GenAI)As part of the leadership team for the rollout of Generative AI (GenAI) at a global manufacturing and services group, developed and executed the adoption and enablement strategy for multiple GenAI tools. Health Insurer - Interim VP of Claims Operations (12 months) Served as interim VP of Claims Operations for a newly-acquired health insurer, while the incumbent spent 12 months leading the data integration program. Insurance Software Provider - Market Entry StudyThrough primary and secondary research, helped a non-US software provider to research the software-as-a-service (SaaS) space in the US insurance market (both Life and P&C). Global Medical Device Manufacturer - Innovation and TransformationHelped a global medical device manufacturer to drive a step change in business performance by implementing, and executing, a new innovation and transformation methodology. Data Analytics Software Company - Interim Change Management LeadRan the Change Management function of a global data analytics software provider on the departure of the incumbent.Commercial Insurer - Target Operating ModelHelped the US commercial lines insurance subsidiary of a UK insurer to redesign its operating model. Through a process of interviews, analysis and workshops, agreed design principles with C-level leaders, re-designed the organization chart and the accompanying RACI (governance) matrix, and aligned multiple stakeholder groups behind the new model. P&C Insurer - Discovery Phase for new Data HubSupported a groundbreaking digital engineering company as it laid the foundations for a new data hub for a US P&C insurer. Brought specialist insurance expertise to bear to help develop the business requirements document, the solution design, and the delivery roadmap.

Leading the sales and delivery of digital transformation management consultancy services to insurance clients, globally.Representative assignments:Major Insurer – Digital StrategyHelped senior executives to develop, and gain buy-in, for the insurer’s Digital vision, design key customer journeys, establish the people, process and technology capabilities required, design the target operating model and governance mechanisms, and agree the delivery roadmap. The strategy was accepted and is now delivering powerful results.Major Insurer – Artificial Intelligence, Robotic Process AutomationLed the design and implementation of a Center of Excellence for Robotic Process Automation (RPA) and Artificial Intelligence (AI). Work included operating model design, role descriptions, the governance model, the change management requirements, and an implementation roadmap.Also helped launch the client's enterprise-wide Artificial Intelligence (AI) initiative. This involved educating management about Insurance AI use cases, discussing the potential and challenges of AI in Insurance, and developing a long list of potential uses. Then helped them down-select use cases to take forward to Proofs of Concept.Major Insurer – Digital Strategy, Technology StrategyHelped the insurer to understand the likely impact of business and technology megatrends, including Digital, on its business, to understand how its business strategy might evolve in response to the trends, and to create a supporting technology transformation strategy. The strategy was then implemented.Large Insurer - Organizational Change ManagementLed the organizational change management around a core platform transformation. Deliverables included branch readiness assessments, roadshow design and management, discovery session design and management, written communications, training program development and train-the-trainer roll-out. The roll-out was subsequently given high satisfaction scores by all stakeholders.

Leading the sales and delivery of management consultancy services to insurance clients - with a special focus on digital transformation.Representative assignments:Major Insurer – Enterprise CRM StrategyHelped senior executives to develop, and gain buy-in, for the insurer’s enterprise customer relationship management (CRM) vision, establishing the people, process and technology capabilities required, and agreeing the roadmap for delivery. The roadmap is now being implemented.Major Life and Pensions group – Digital StrategyHelped senior executives to assess the organization’s Digital appetite and to create a Digital Transformation strategy and roadmap addressing both growth and cost reduction objectives. The strategy was implemented, delivering concrete improvements.P&C Insurer - Claims, Organization Design, Target Operating ModelWorked closely with the Claims Director of the UK subsidiary of a major European insurer to redesign the Claims organization. The new structure streamlined responsibilities and made accountabilities clearer.P&C Insurer – Program ReviewReviewed an in-flight program at a UK general insurer to establish why, three years in, it was failing. Established root causes, advised on actions, then directed remediation activities which pulled the program back on course.Major Insurer – Organizational Change Management ReviewLed a review of the existing Organizational Change Management (OCM) function, its people and its associated methods, processes and toolsets, and benchmarked them against leading practices across seven key dimensions. The recommendations are now being implemented, improving the performance of the function materially. Major Consultancy - End-to-End Customer Experience and Customer JourneysDesigned and illustrated innovative future-state end-to-end customer experiences and customer journeys for the insurance industry, illustrated by means of a short video. The designs featured in a major marketing campaign.

Responsible for providing business and IT consulting services to UK Financial and Commercial Services providers.Representative assignments:Major Global Insurer – Program Management, PMOAdvised a subsidiary of one of the world’s biggest insurers on how to design, structure, plan and implement major programs, including the tools and techniques to be used and the circumstances in which they are appropriate. The recommendations were accepted and implemented.Major Insurer – Commercial Lines Growth StrategyHelped the business to develop its strategy to expand its share of the Commercial Insurance market. The assignment examined how changes to products, channels and propositions could achieve the desired increases, and developed a strategy to achieve the expansion. Once put into practice, the business’s growth objectives were achieved. P&C Insurer - Claims, Process Re-engineeringFor a major UK insurer, directed an assignment to examine key aspects of its claims processes. The assignment analyzed the current operating model, considered alternatives including outsourcing and offshoring, and recommended a revised model. The new model was implemented, achieving the results expected.P&C Insurer – Claims Re-EngineeringFor this major insurer, directed an assignment to examine key aspects of its claims process, in particular the collection of recoveries. The assignment analysed the current operating model, considered alternatives including outsourcing and offshoring, and recommended a revised model. The new model was implemented, achieving the results expected.Insurer – Target Operating ModelHelped the Commercial Insurance subsidiary of a European insurance group to develop and implement a new Target Operating Model (TOM) in support of its expansion strategy. The new model provided the focus needed to drive, and cope with, significant growth.

P&L responsibility for the Unisys Insurance offerings in the UK market.Representative assignments:Major Insurer - Program ReviewReviewing, at regular intervals, a program to replace core insurance systems and migrate all policies to the new system. Highlighted unseen risks and issues, and helped the insurer to avoid and/or mitigate the consequences.Insurance Outsourcer – Turnaround / RestructuringServed as a Director of a significant insurance business process outsourcing (BPO) business, providing strategic and tactical advice as well as leading the creation of wide-ranging propositions for potential clients.Also co-led the turnaround of the business, initially stopping the losses and then building a foundation for future profitability.

Sold and delivered business advisory and transformation services to insurers (after merger between Capgemini and Ernst & Young's management consultancy division).Representative assignments:Major P&C and Life Insurer – Enterprise-wide Process Re-engineeringFor a listed insurer, directed an assignment to spot re-engineering opportunities in its end-to-end processes, developing value propositions for delivering multiple millions of recurring savings and additional revenues. Most of the recommendations were adopted, and the targeted revenue increases and savings were realized.Commercial Insurance - IT ArchitectureDirected an assignment to create a new IT architecture for the commercial insurance arm of a diverse financial services group, to prioritize the changes required, and to develop a transformation program for implementing the new model. The new architecture was implemented, significantly enhancing the financial performance of the insurer.UK P&C Insurer - Technology StrategyHelped one of the UK’s largest general insurers to define its requirements for its new core technology platform, and used them to run a successful series of software selection exercises.

Sold and delivered business advisory and transformation services to insurers.Representative assignments:Major UK Insurer - Program Management, Regulatory ComplianceDirected a multi-faceted assignment for this major insurance company in trouble with its regulator. The two-year program of work included fixing the immediate problems, completely redesigning and implementing new company-wide compliance processes and the required technology enablers, and project managing the identification and compensation of disadvantaged customers. The program was a success and the client ‘signed off’ by the regulator.Diverse Financial Services Group - Program Management, Program ReviewProvided program oversight to the CEO of a diverse financial services group undertaking a large-scale transformation program. Areas covered included a regular review of progress against expectations, analysis of the strengths and weaknesses of key client executives and program members, and advice on the recruitment specification for a new Transformation Director. The program remained on track.

Sold and delivered business transformation consultancy assignments to insurers based in the United States.Representative assignments:US P&C Insurer - Future State VisionFor a direct writer of insurance, based in California, helped develop a future state vision for a “next generation” direct writer. The transformation vision included the required processes, technology, and organizational factors for all key processes. The vision was subsequently developed into an implementation program and turned into reality.US Life Company - Growth Strategy, DistributionFor this major United States mutual life company, directed an assignment to develop a strategy and business plan for worksite marketing (the sale of financial services and other products in the workplace). The business plan was accepted and subsequently implemented.US Insurer - Growth Strategy, Joint VentureLed an assignment to analyse the potential fit of a number of organisations with this United States mutual life assurer, which was considering a joint venture partnership for a new distribution channel. A shortlist of candidates was created, and discussions commenced.Major US Mutual – CRM StrategyFor one of the US's premier direct writers of insurance and other financial services, developed a vision for using leading edge Customer Relationship Management (CRM) processes and supporting technologies to maintain its lead in the sector. The company successfully implemented the recommendations made.US P&C Start-up - Trusted AdvisorFor a new Personal Lines P&C Insurer, writing business directly with clients without intermediaries, advised the CEO and COO on a range of start-up issues. The combination of the CEO’s expertise and my practical experience helped the business to a successful launch.

Consultant to the UK insurance industry, focused on business transformation.Representative assignments:P&C Insurer - Claims, Process Re-engineeringFor a major UK insurer, directed an assignment to examine key aspects of its claims processes. The assignment analyzed the current operating model, considered alternatives including outsourcing and offshoring, and recommended a revised model. The recommendations were subsequently implemented.P&C Insurer – Claims Re-EngineeringFor this major UK insurer, directed an assignment to examine key aspects of its claims process, in particular the collection of recoveries. The assignment analysed the current operating model, considered alternatives including outsourcing and offshoring, and recommended a revised model. The new model was then implemented, achieving the results expected.Two Major Life Companies - Program Management, Regulatory ComplianceCo-managed a program to retrain and re-certify the entire sales force of each of two life companies within 30 days. Responsibilities included developing the approach, overseeing the design of compliant sales processes, managing people and venues across the UK, and implementing the plan. Each sales force was back at work within the 30 day target.Major Life Insurer – Performance Measures, Performance Management, Balanced ScorecardHelped the UK division of this major life assurer to define its business objectives and cascade them down to individual managers, using Kaplan and Norton’s balanced scorecard techniques. Once implemented, this increased focus on the measures that mattered, and made accountabilities clear.UK Insurer – Performance Measures, Performance Management, Balanced ScorecardHelped the insurer to develop a boardroom balanced scorecard and implement a closed loop performance management process. The new approach streamlined the measures in use, focused executives on those that were most important, and ensured that performance was rewarded appropriately.

Consultant to the insurance industry (firm's name changed through DH&S / Coopers & Lybrand merger).

Trainee consultant and auditor whilst qualifying as a Chartered Accountant.