Sam Mace Email & Phone Number

Change Management consultant working in a variety of fields in large, complex organisations. Working with senior leaders at all levels delivering demonstrable improvement to customer experience, staff engagement, and subsequent impact on capacity and cost.

I focus on the application of Systems Thinking method across the General Insurance business, working with senior leaders to deliver change programmes that successfully transform customer service, improve efficiency and release capacity.I lead multi-functional check teams through analysis, redesign and roll in, demonstrating how to highlight systemic issues, remove waste and create value based service designs around the end user. Subsequent testing and experimentation are controlled by newly defined measures and principles informed by current learning. I assist senior leaders in realisation of benefits along with design and build of new, customer-centric operating models.I have applied Systems Thinking across multiple systems:- Claims, Sales & Service, Fraud, Personal Injury, HR, Product Delivery, Pricing, IT and the Supply Chain.I have experience of:-Process transformation and implementationStrong stakeholder management Front line service designCustomer experience analysisIdentifying systemic constraints and prioritising for actionImpact and effect to system capacity Building and testing new operating modelsDemonstrable outputs include:-Cost efficiencies (operating cost & removal of waste)Embedding of a decision making culture driven by dataBuilding capability of method in senior leaders and staff to continually improveCapacity release of staff to strategically reinvestSignificant improvements to customer experience (NPS)Delivery of strategic objectives to facilitate growthPrioritisation of future opportunities (RPA/Automation)