Head of

Helen Murray

October 26, 2020 by

Say hello to Helen Murray

Chief Client Officer UK Region

Helen is passionate about ensuring we support our clients in doing everything possible to intelligently listen to customers and deliver the solutions that they need first time.

Her extensive experience leading in-house and client-side customer service operations has proven that listening to customers is the key to success. Set up Webhelp’s Digital Centre of Excellence and Innovation Hub to inform the group’s global roadmap (development and acquisitions) and people strategies, ensuring investments are aligned with customer expectations and behaviours, and that recruitment, management and development practices improve employee engagement and retention.

Helen’s priority is to ensure we support our clients in doing everything possible to intelligently listen to customers and to deliver the solutions that they need first time. Her experience in leading in-house and client-side customer service operations has proven that listening to customers is the key to success.

Management experience

Verint Systems

Director of Consulting supporting clients in the adoption of new applications including Speech Analytics, Customer Feedback, Quality Management and WFM

BT Global Services

Director of Customer Service and Director of Outsourced Contact Centres

Matthieu Caron

October 26, 2020 by

Say hello to Matthieu Caron

Head of Consulting & Analytics | France

With strong strategy consulting and transformation program experiences, Matthieu has been leading significant CX change throughout his career

Matthieu is fully convinced that the most efficient change comes when companies are adopting a pragmatic change path regarding their stakes and resources everyone is fully engaged and when every stakeholder is fully engaged in delivering the vision and goals of the business. He is able to rapidly assimilate complex environments and strives for the very best project outcomes.

Experience

Analytics

Managed numerous improvement projects based on analytics capabilities’ activation, such as customer omnichannel reconciliation, debt collection or outbound campaigns performance improvements or predicting customer behaviours to increase operating model delivery performance

Operating model

Designed the operating model of an international Utilities company operating in the gas storage, transportation and distribution. Working directly with the board to align their strategic requirements with customer needs and business outcomes.

Transformation

Digital Programme Manager for an international water distribution firm, focused on designing and deploying their strategic roadmap to boost self care and significantly reduce their cost to delivery. The programme delivered benefits ranging between 10 to 20% in online account usages plus incoming call reduction

Management experience

Utilities

Senior consultant with wide ranging roles in transforming customer journeys and operating models plus in designing marketing & sales strategies of the main actors in an intense market deregulation environment.

Industrial

Programme manager responsible for delivering an operations improvement plan across major European markets. The programme delivered benefits ranging between 5% to 15% in process improvements plus skills transfer to internal teams in order to support further changes

David Stenbeck

February 18, 2020 by

Say hello to David Stenbeck

Principal Training Designer

An expert in leadership and development with an approach that combines a deep business knowledge, hard won practical experience and a desire for passing this on to others

Holding over 19 year’s experience, David has successfully led major change projects across multiple industries including finance, energy and telecommunications. And is driven by a passion for learning, helping others achieve success and to gain the most they can out of their life at work.

Consulting experience

Training design & delivery

Lead author of over 50 courses in World Class Operations including Management & Leadership Excellence, Operating Model Design and Business Transformation, training over 3200 people.

Operations capability

Led the creation of 35 interactive training modules significantly enhancing the operations capability building by the client’s central Lean Practice.

Coaching

Coaching and training of over 100 retail staff and managers in New Zealand’s premier telephone company. Created 4 courses and delivered 42 training events in 8 weeks.

Cost reducation

Delivered €3.5m in annualised benefits in 12 weeks for Europe’s largest car leasing company through development of a Programme Management Framework covering 50 change initiatives, eventually achieving €11.2m annualised savings.

Leadership development

Embedded new offshore leadership team and system of management for one of the North Sea’s poorest performing platforms. Enhancing the platform’s safety from one accident every 3 days to a record 102 days without accident. While increasing annual production revenues by £50.0m

Productivity improvement

Developed the leadership skills for the Department Heads and their teams. Assisting the on time, on budget and on quality build of the EJ14 race car with 60 less staff and 300% increased in aerodynamics research productivity.

Management experience

Finance

Managed a team of 9 to improve the productivity of customer complaints handling by 24% in 16 weeks through enhancing staff mind-sets and capabilities whilst maintaining customer quality.

Public Utilities

Led a direct team of 5 with 19 extended staff to drive £4.1m annualised savings for one of the Britain’s largest water utilities, while enabling them to guarantee customer appointments within a one-hour time slot.

Oil Major

Led a team of 6 to instil structure and discipline across three North Sea oil & gas platforms. Transforming the sites from a short term reactive culture to long-term success. Results included a 30% increase in inspection productivity.

James Rosenegk

January 10, 2018 by

Say hello to James Rosenegk

Head of Organisational Excellence Operations

An outcome-focused change leader delivering effective and lasting organisational results

A dynamic and skilled trainer, facilitator, mentor and coach to all organisational levels from Board Room to Front Line, with more than 20 years’ experience leading change and improvement within multiple business sectors; both public and private.

Consulting experience

Operations development

Management and oversight of an Operations Development Programme across a global insurance business delivering training, coaching and accreditation support to 1275 candidates across the world.

Global redesign

Facilitation of global redesign workshops for a major US credit card provider using Gobeyond Partners’s ICE methodology. Extensive experience in large group facilitation and process redesign.

Cost reduction

More than $75M of savings through the management of a portfolio of global improvements projects within a global telecommunications provider over 2 years.

Operations improvement

Improvement of Housing Development processes for a Social Housing Provider to eliminate non-value added tasks, reduce bureaucracy and deliver greater than 80 hours reduction in project administration.

Service improvement

Deployment of Kaizen within a high-tech service centre resulting in 60% reduction in repair times, 50% increase in production, 66% reduction in backlogs, and elimination of all internal service paperwork.

Quality improvement

Quality System rationalisation within a global sales and marketing organisation to reduce required documentation by >50% and reduction in compliance costs by >$1M.

Management experience

Future State Consulting

Change Leader, Facilitator, Coach, Trainer and Consultant over 8 years.

Kaizen Training

Change Leader, Facilitator, Coach, Trainer and Consultant over 3 years

Motorola

Director of Quality and Global Master Black Belt and Senior Quality Manager and Six Sigma Black Belt