Richard works with regulated or complex organisations which are at risk of missing key performance targets, damaging their reputation and incurring penalties. He has a track record of being able quickly to identify the critical issues, bring together teams and help managers develop effective and pragmatic solutions before regulators and customers lose faith.
He works in a wide range of sectors including financial service, utilities and transport. Other examples of where he adds value include:
Richard 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 co-author of Performance Management – Talking the Language of the Board, published by the CQI in Quality World, 2014.