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Managing Director

Richard Chataway​

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Say hello to Richard Chataway​

Director of Behavioural Science​

A highly experienced consultant, trainer, speaker and writer on behavioural science in business, especially communications and technology.​

Richard is one of the most experienced behavioural science practitioners in the UK. He has worked in senior strategic roles for government in Australia and the UK, and with clients including HSBC, Atos, Southern Water, UBS, Coca-Cola and Natwest Group – and conducted training for call-centre personnel, marketing directors, sales teams, creatives, and everything in between.  Richard is a frequent conference speaker, author of the book ‘The Behaviour Business’, and a former board member of the Association for Business Psychology, the industry body that is the home and voice of business psychology in the UK.​

Consulting experience

Developed COGNITION audits, a behavioural science led approach for optimising customer comms, successfully applied for GoBeyond clients including:​

A major UK savings bank, delivering 11% efficiency savings by incorporating behavioural ‘nudges’ into customer conversations via the telephony channel, through the creation of new scripts, resources and training;​

A credit card provider, delivering 54% click-to-action growth by optimising the online user experience.​

A banking client, where through co-creation workshops, communications optimisation, and training, the client achieved a 10% uplift in online channel shift.

Managed delivery of a major transport sector project with the objective of reducing passenger-caused delays – including ethnographic research and facilitating co-creation workshops with key stakeholders and railway staff teams – for piloting throughout the railway network.​

Led communications strategy for the contracted media agency for Australian Federal Government, and previously worked as an in-house communications consultant for UK Government, across multiple departments (including Health, Defence and Climate Change).​

Led delivery of a program of behavioural interventions and training for a leading global investment bank, aimed at increasing assets under management from female clients. Initial pilots delivered a 15% increase in book revenue.

Management experience

Led the BVA Nudge Unit UK business, with overall responsibility for project delivery and a team of consultants in the UK market, growing the business by over 25% each year.​

Founder of Communication Science Group (CSG), and former global head of the behavioural consultancy Ogilvy Change (part of the Ogilvy communications network).

Hugues Beaujouan

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Say hello to Hugues Beaujouan

Managing Director | France

Leading a high performing team who are passionate about designing and implementing successful client strategies.

Hugues holds significant consulting experience with a career focused on helping clients drive value from customer interactions.

Starting his career in both the management and strategy consulting sectors, he then joined the outsourcing world where he held various positions such as HR Director, Marketing Director and Business Unit Director. A few years ago, he was appointed General Manager of a leading service provider in the pharmaceutical industry.

Ludger Strom

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Say hello to Ludger Strom

Managing Director | DACH

A transformation expert with over 20 years’ experience driving customer-centred change.

Ludger works in close partnership with clients in Germany, Austria and Switzerland. He is passionate about co-creating innovative and impactful solutions, believing that success is driven by strong engagement with colleagues at all levels, and is only satisfied when the customer is.

Experience

Multilingual contact centres

Delivered a multichannel strategy for several German car manufacturers, covering service processes, IT requirements and quality standards. This was established in a service provider’s multilingual hub, with follow-up products and services fully integrated.

Operating model

Designed and implemented the operating model for the ambulance service centre of a hospital group, using contact flow analysis. This transformational approach was co-created with hospital colleagues and fully aligned across the group to support its successful implementation.

Service differentiation

Established a standardised model for service differentiation across Europe within a multicultural team of service experts. A transformative service differentiation model was designed and aligned with the local stakeholders by jointly considering local requirements and central needs.

Management experience

Teleperformance

Designed complex solutions for clients and prospects, establishing an assessment and consulting unit as the transformation expert for Germany.

Monster

Led a diverse customer service organisation across Europe, driving change and nearshoring.

T-Mobile

Developed quality index and multi-site reporting. Led change in central functions and at group level, working to enhance and extend standards across Europe.

Dave Pattman

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Say hello to Dave Pattman

Managing Director | Customer Experience Practice

Dave has over 25 years of management experience across multiple sectors including FMCG, Financial Services and BPO.

Dave’s passion is helping clients to transform their customer experience through the innovative application of solutions that combine human experience (HX) with data and technology. His style is highly collaborative and inclusive with a particular skill in helping diverse teams to harness their creativity.

Consulting experience

Customer operations

Migrated the customer operation of a leading low-cost airline carrier to a new mutlilingual off-shore and near-shore solution, resulting in a simultaneous reduction in costs and improvement in customer experience and satisfaction.

Solution design

Enabling a UK General Insurance affinity brand to migrate from a broker model to an end-to-end solution improving margins, customer experience and renewal rates.

Transformation

Designed the transformation solution for a leading e-retail business, including the creation of a dedicated model office to design, test and scale service improvement initiatives across their live support and digital channels.

Management experience

Webhelp

Held a number of senior positions over 7 years including Director of client solutions, Director Global R&D and Director of Strategic Marketing.

Webhelp is one of the most innovative and disruptive players in its market and all of Dave’s roles have placed him at the forefront of their strategic growth initatives, both organic and M&A led.

Royal Bank of Scotland

Head of Customer Strategy for Retail Banking covering customer segmentation, voice of the customer programmes and marketing planning and effectiveness.

RBS Global R&D Proposition Development lead for projects across multiple divisions including Wealth Management, Retail Banking and Global Markets

Food & Beverages

A 14 year career in the drinks industry with Courage Brewing and Scottish & Newcastle. Management positions held include regional sales management, B2B marketing, brand marketing  and NPD

Simon Coulbeck

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Say hello to Simon Coulbeck

Managing Director | Specialist Sectors

 

In his 15 years at Gobeyond Partners, Simon has led multiple, large scale business transformations across a wide rage of sectors including investment banking, insurance, and healthcare sectors

His style is collaborative and assured which he employs to bring out the best in his team. He enjoys applying his skills to new environments, decoding the complex and designing solutions that deliver tangible value to clients.

Consulting experience

Operating model

Led the operating model redesign for a large global specialty & retail insurance broker’s UK insurance model covering UK regional offices, headquarters and offshore operations. Business cases generated to deliver £40m annualised savings

Capability improvement

Designed and supported implementation of optimised operating model for the UK’s largest domiciliary healthcare provider. Maintaining quality of care whilst increasing operational capability and reducing costs by £42m per annum

Lean management

Managed Gobeyond Partners’s team to train and coach an internal, lean change team and support them in the delivery of lean improvement across the IT functions of a multinational high street bank. The programme delivered £11m in benefits in the first year

Transformation

Responsible for Gobeyond Partners’s involvement in a large scale transformation programme for a top 3 investment bank’s global finance function, resulting in multi-million pounds of savings.

Organisational redesign

Delivered £1.5m benefits in focussed organisational redesign improvement projects using a structured Lean service improvement framework in one of the largest global investment banks.

Continuous improvement

Developed and implemented sustainable, continuous improvement process, across 3 operational sites in Belgium as part of a larger Europe wide project for a multinational poly-olefin manufacturer. Over €16m euro benefits was delivered by the end of the engagement.

Management experience

British Sugar Plc

Refinery manager

Operations manager for a 24/7 900 tonne per day FMCG production facility.

 

Improvement manager

Led team of improvement engineers supporting multiple international operations to deliver rapid operational improvement.

 

Team Leader

Led team of production and engineering staff operating a sugar refinery processing 10000 tonnes of raw material per day.