A broad remit to inspire learning and develop the people and performance capability of the organisation. Additionally, as Senior Development Partner, providing a consultancy service to the leadership team on Talent, Performance, Change and Leadership development agendas. - Leading the team to design, launch and deliver strategic development solutions - Leadership development (frameworks, behaviours, impact)- Identifying, assessing and developing talent populations for future readiness - Succession planning and talent deployment - Providing an organisational / cultural change consultancy service- Leading graduate development programmes- Creating a culture of positive performance and capability building- Developing an agile working culture- Leadership of operational training teams

As an independent contractor my remit was to develop the people and management capability to improve service performance against key regulated standards- Created and implemented a learning philosophy and culture - Aligned the L&D strategy to the delivery of organisational goals - Implemented a performance coaching programme for all people managers- Designed and delivered a customer experience development programme

Developing the leadership and management capability to lead, engage and perform through times of significant change.- Developing the multi-brand capability of 6,000+ people to form the EE brand- Achieving best companies status in a time of significant change and transition - £18m+ incremental revenue through performance coaching programme- Landing a new set of organisational behaviours

Managing the full spectrum of people development solutions across the UK Retail estate, from Leadership and Management Development programmes, to launching the Sales Development Academy and delivering product development solutions- Leading and inspiring the national Retail L&D team- £6.8m+ incremental sales revenue delivered through sales management programmes- 47% reduction in early attrition through people manager development - 23% points improvement in Retail Customer Satisfaction results

Managing the full L&D cycle to deliver a sales development programme across all UK contact centres- 13% point uplift in sales performance within first 3 months. - Maintained performance for remainder of the year - £10.1m achieved in improved customer retention through people development programme

Translating customer Insights to inform the people development strategy across the UK and Europe- Analysis of JD Power, IPOS, Millward Brown and Gallup customer satisfaction surveys- Implemented customer experience / customer engagement surveys as a primary KPI- Improved customer delight measures by 26% points within 12 months - Improved first contact resolution by 19% points for new joiner customers

Managing the operational team to deliver an outstanding customer service- Conducting training needs analysis - Designing and delivering innovative blended learning solutions - Evaluation of learning solutions and ROI reporting

Managed the full L&D cycle for AA Financial Services Ltd.- Analysis, Design, Delivery and Evaluation of learning solutions - Developed the sales culture to drive incremental growth - Designed the Management Development programme - Implemented Sales Development Academy

Business Process Reengineering of the full, end to end, customer experience. Identifying opportunities to improve customer engagement, reduce operating costs and increase engagement. - 566% return on investment within the first 6 months - 27% reduction in customer contact propensity - Introduction of group wide employee suggestion scheme