Barcelona, Catalonia, Spain
Digital, AI & Data | Process Simplification | Culture & Leadership I create meaningful change, the kind that transforms businesses and brings people along for the ride. With a background in digital strategy, AI, simplification, and leadership, I help teams and organisations work smarter, grow faster, and feel more connected in the process. I believe in cutting through complexity, leading with empathy, and creating cultures where people truly thrive. I share insights on transformation, leadership, learning, and doing work that matters, always with a people-first lens. If you're passionate about purposeful change, leading with heart, and building what’s next, let’s connect.
At OVO, I drive the operational innovation as Head of the Serve Pod, serving, focusing on operational transformation through AI and human-centred design. My role involves leading a diverse team to enhance customer service and drive efficiency. By establishing performance frameworks and championing agile methodologies, I ensure that our strategies align with OVO’s net-zero vision while continuously improving service delivery.
• Oversaw, governed, and managed multiple in-flight programmes and projects across Customer Interactions at Santander UK • Redesigned governance, risk, impact, controls, and reporting frameworks to improve the speed of implementing change • Introduced agile practices and methodologies, enhancing team engagement and empowerment
• Led organisational redesign in retail banking operations, managing implementation of new structure, benefits, and contracts • Spearheaded behavioural transformational programme to enhance colleague engagement, business sustainability, and customer experience • Collaborated with ILM, Leeds Beckett University, and Raise the Bar to create course content and strategic roadmap