Stephen is an experienced management and consultancy professional with a varied background in terms of roles and breadth of responsibility.
Global and cross sector experience in professional services, customer engagement, omni and digital channel development, contact centres and outsourcing.
Originally Financial Services background (Nationwide BS) covering operational management, audit/internal consultancy and senior executive roles in charge of Mortgage and Insurance Development and Corporate Markets.(1979-1995)
Strategy consultant and consulting head at Merchants Group (1995-1999). Team of over 30 working on CRM and contact centre outsourcing projects. Expanded global operations into Australia and S Africa.
Range of consulting, sales and practice management roles at BT Global Services (1999-2013). Global roles in developing CRM/Customer Management business ($750m annual revenue) and closing major professional services led engagements. Clients included Global Airlines, Banks, Oil & Gas, Healthcare and CPG. Developed major business growth in Middle East and led wide-ranging professional services teams across Customer Management, Security, Supply Chain and Networks.
In 2012-13,moved to lead business development in UK Central Government on CRM/Contact centre BPO solutions at BT. Also worked with Sigma, as part of the EU/OECD. Previously undertook successful 12 month secondment into UK Cabinet Office working on service transformation across central, local government and 3rd sector delivery of services, including mentoring and leadership in the Dept of Business Regulation.
Now working as an associate partner with key specialist consultancies and as an independent consultant and advisor to organisations and key executives. Focus on strategic business and professional services development as well as customer engagement, omni and digital channel development and leveraging communication technologies.
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