About Us

Summary

Greg has spent 20+ years working in customer management, outsourcing and procurement with a strong commercial and technical focus. A particular area of expertise is in optimising governance and performance metrics in order to drive better behaviours and performance.

Greg has held senior consulting roles and has a track record of projects focussed on procurement; particularly improving evaluation criteria and commercial arrangements for a variety of large-scale procurements.

Greg worked on a variety of sectors and projects; including CX Operating Model design for Fiat Group, Sky and Easyjet, Cost and risk modelling, Call Centre Benchmarking, client engagement and bid strategy.

Summary

• Over 25 years’ experience in customer experience and contact centres
• History of delivering value and effective change across solution design, implementation, analysis, fixing and shifting
• Strong, hands-on operational delivery credentials
• Track record of meeting client business goals, regulatory and brand targets
• Expert in building understanding between brand & proposition owners and sales & service functions
• Experienced across a variety of business sectors including:
• Public and third sector
• eCommerce and retail
• Financial services
• Media and publishing
• Long-term associate consultant roles as a customer experience subject matter expert for a global consultancy business