Scott Fuller Email & Phone Number

London, England, Gb

United Kingdom

Enabling organisations to transform their customer and employee experience. At award winning Ethos Farm, we specialise in CX & EX consultancy, innovation and training and staffing solutions. We work with our clients as trusted and collaborative partners, helping them to solve some of their toughest challenges and to enhance the experience for their customers and employees.

London Waterloo

Leading and enabling the teams at our route managed stations and in collaboration with our train operating company partners to transform the experience for passengers, users and colleagues.Strategic lead for training, leadership development, people engagement and safety across all Southern stations as we transform our capability and performance in the lead up to once in a generation industry reform.

London, England, United Kingdom

With a valuable blend of leadership, change management and coaching experience, I work with and enable individuals, teams and organisations to deliver impactful, sustainable and people-focused outcomes that improve performance and engagement.Strategies: enabling team members to use their experience and to think creatively so that they can develop and operationalise strategies that they believe in, to drive change and improve outcomes. We also help you to engage your teams and wider organisation in your strategy through a great model. Teams: growing team capability and teamship so that they are more engaged, work better together and deliver improved outcomes.

Heathrow Airport

Accountable for planning and deploying the daily operating and resource plan for the airport security function and maximising the achievement of operational performance across safety, compliance, service and cost. Accountable for delivering the functional budget of £230m, leading the delivery of multimillion pound efficiencies and transforming the function’s performance mindset and capability.Re-defined the purpose, objectives and structure of the team to provide pan-airport coordination for operational delivery and to bring together all support services such as administration, employee support and operational communications so that the function was best placed to achieve aggressive cost and performance targets during a period of volume growth and regulation change. Strategic lead accountable for imagining and defining a modernised colleague proposition in line with transformational changes to how airport security will operate in the next 5-10 years.

Heathrow Airport

Accountable for leading the Security team of 700 employees and budget of £30m in Heathrow’s new Terminal 2. Leading the team to deliver exceptional operational performance and service to passengers, achieving international accolades including: World’s Best Airport Terminal (Skytrax), UK Airport Terminal of the Year (National Transport Awards) and Most Helpful and Courteous Security team in Europe (ASQ) on two occasions. Managing business and security risk in collaboration with relevant teams and enabling resilience to protect operations and business integrity.Strategic lead accountable for transforming customer service within airport security; the strategy included developing front line capability and culture change to deliver helpful and courteous service, improving the experience for passengers with additional care needs and enabling service failure resolution. Also strategic lead for employee experience for a team of 4000 to transform employee engagement to unlock performance. The strategy focused on employees feeling valued by their manager, having opportunity to develop and progress, feeling connected to their team and feeling equipped and supported to fulfil their roles to the best of their abilities.Part of Heathrow’s network of qualified coaches and member of the organisation’s Diversity & Inclusion leadership team, enabling employees to fulfil their potential and to unlock organisational capability.

Heathrow Airport

Accountable for defining a compelling employee proposition for Heathrow’s new Terminal 2, part of a £2.5bn programme to modernise the airport for passengers. This programme provided a ‘once in a lifetime’ opportunity to transform the experience for employees to enable business change and the transformation of operational performance and customer service.Providing programme leadership to ensure that the project delivered quality outcomes on time and on budget to meet the broader programme requirements of testing and opening to transform the airport’s reputation following the opening of Terminal 5.Developing, deploying and embedding the engagement strategy, including: recruitment and attraction, trade union engagement, organisation structure, employee communications, line manager capability, performance management, health and safety, wellbeing and employee facilities.

Luton, United Kingdom

Responsible for the leadership and delivery of the cabin crew operation and performance at seven UK airports through a management team of 14 and 1000 cabin crew. Part of the merger leadership team following the merger of two airlines and responsible for aligning cabin crew working practices, agreements and policies, modernising the cost base, working practices and culture as part of the cabin service delivery leadership team.

Responsible for engaging and enabling internal and external stakeholders to prioritise, test and improve their processes, systems, facilities and people across the entire airport campus before opening of British Airways' and BAA's new terminal 5.A hugely challenging and high profile project that developed my existing knowledge of airport terminal and airside operations in terms of flow, service and compliance. Delivered a quality and safe programme of 70+ trials, 50+ stakeholders, 1000 processes and 15,000 public volunteers.

I led the terminal operations team (security and customer service) on a shift basis, through a team of 50 managers, to deliver consistent operational excellence.

During this period I held three roles in the terminal operations structure all leading and enabling operational delivery of the terminal and wider airport.