TRANSFORMATIONAL CHANGE
Golden Charter, a UK wide funeral planning company was embarking on large regulatory programme. The industry they operate within was becoming regulated by the Financial Services Association (FSA).
BACKGROUND
Golden Charter, a UK wide funeral planning company was embarking on large regulatory programme. The industry they operate within was becoming regulated by the Financial Services Association (FSA).
MY APPROACH
Using Managing Successful Programmes (MSP) framework, programme managing regulatory programmes across business and portfolio managing IT resources, team, risks, issues, governance and steering groups to C-Suite executive and ultimately board of directors.
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Key achievements included;
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Leading a new product development for key way to general sales via a digital tool.
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Leading a number of key workstreams to deliver transformational change at the company in improving customer experience across multiple channels, direct, network partners, contact centre and indirect.
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Managing collaboration across portfolio and ways of working with both Agile and Waterfall approaches.
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Coaching team members in transformation to achieve goals.
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Leading key customer insights using qualitative and quantitative methods.
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Completed payment strategy for end consumers to improve way payment is taken digitally including implementation of the IT system.
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THE RESULTS
The business met its delivery date and goals to become FSA regulated and improved its business to business digital channels, the change management transformation of the business was also completed.
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