Consultant

David Gray

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David has 20+ years experience in change leadership and consulting positions, with particular expertise in mobilising and delivering CX transformation activity in scale consumer-facing organisations. Thoughtful, energetic and personable, he is able rapidly to make sense of complex and ambiguous problems and opportunities, and identify clear, coherent and well-structured solutions. He enjoys new challenges and environments, bringing a sharp analytical and problem-solving mind and a friendly, can-do approach.

Consulting / Programme Director experience

Designed, built and managed innovative and award-winning CX ‘model office’ agile transformation capability for leading online retailer.

Programme director for major technology implementation initiative at two leading UK pension administrators: managed implementation of new technology platform, processes and operating model, realising a transformed member experience through digitisation of member journeys plus superior process efficiency.

Programme lead for strategic transformations of CX and Customer Service in major organisations in energy, retail and telco sectors.

Designed and led implementation of change, data, and Customer Service operating models, including ‘agile at scale’, for multiple clients (retail and energy sectors).

Developed and mobilised complex (FCA) regulatory programmes for FTSE 100 business.

Shaped and led enterprise-wide transformation programmes for multiple blue-chip clients across technology, FS, energy and retail sectors.

Created programmatic delivery model supporting mobilisation of partnership between two global technology firms.

Provided strategic consultancy services to multiple SMEs at ‘scale-up’ phase, designing / mobilising operating model and commercial transformation plans and enabling revenue and profit growth.

Leadership experience

Executed successful transformation agendas in multiple head of department roles.

Worked as Head of Transformation in diverse organisations in retail, energy and FS sectors.

Chair of British Gas Graduate Talent Board, driving strategy and talent management processes.

Led strategy functions and teams, developing CX, change, data, and Customer Service strategies and operating models.

Over 15 years experience in senior leadership positions for operational / Customer Service functions.

Education

MBA (with distinction) from Leeds University Business School

BA (Hons) in History from Leeds University

Qualified in Prince 2, six sigma and agile change methodologies.