Addressing technical issues in a way that respects the underlying, softer, dynamics of the business. Bridging the language gap between technology, operations and the leadership team.
He has a first in engineering from Cambridge and spent his early career in the Royal Navy in combat systems on submarines before moving into consultancy.
He spent three years with HBOS/Lloyds. Richard was head of strategy for retail customer experience – developing the strategy, plans and culture change programme to transform the customer experience across three retail brands which improved customer service and reduced complaints – and then became Director of risk transformation, leading a strategic review for risk management across the group
He is a Partner and Chief Data Officer at Oakland – a member of their leadership team. Richard is one of the founding members of The Oakland Institute, the research and education division of Oakland.
He is co-author of Performance Management – Talking the Language of the Board, published by the CQI in Quality World, 2014.