• EVIDENCE OF DELIVERY
Projects that made a difference.
A selection of project and programme work delivered across insurance, financial services and other complex operating environments — from regulated change and technology delivery to business transformation and major launches.
SINCE 2018
18+ DELIVERIES
CONFIDENTIAL WORK OMITTED
— PROJECT HISTORY
Useful detail,
not just big claims.
The best evidence is specific: what needed to change, what I was responsible for and what became possible as a result — especially where governance and operational control mattered.
For clarity, the projects are grouped by the kind of delivery challenge they represent. The examples include insurance and other high-scrutiny environments where risks, dependencies, readiness and customer outcomes all needed careful attention. Each example describes the context, skills applied and outcome delivered. Where a project is confidential, identifying detail has been intentionally kept to the level that can be shared responsibly.
01. BUSINESS TRANSFORMATION & CUSTOMER EXPERIENCE
Making change land in the business.
Transformation work that connected strategy to customer outcomes, operational performance and the way people work day to day.
SME Business Transformation
CHALLENGE
The SME insurance business needed coordinated cultural, placement and upselling changes rather than isolated initiatives.
Partners& Insurance Ltd | May 2026
SKILLS APPLIED
Transformation planning · Workstream coordination · Stakeholder engagement · Benefits tracking
➔
OUTCOME DELIVERED
Average products per client increased from 1.2 to 2.2 through a joined-up transformation programme.
Customer Experience Transformation
CHALLENGE
Customer journeys needed to be redesigned around satisfaction, loyalty and a more consistent customer-centric culture.
Saga Cruises Ltd | March 2023
SKILLS APPLIED
Customer journey design · Change leadership · Continuous improvement · Operating model thinking
➔
OUTCOME DELIVERED
Built the capability needed to sustain customer experience improvement, achieving 9.5/10 guest satisfaction for cabins and public rooms and 9.3/10 for crew on the inaugural cruise.
Company Merger & Rebrand
CHALLENGE
Two acquired businesses needed to become one newly branded entity without creating unnecessary disruption for customers or colleagues.
Partners& Insurance Ltd | September 2025
SKILLS APPLIED
Integration planning · Communications · IT migration · Change coordination
➔
OUTCOME DELIVERED
Delivered unified systems, a consistent identity and a seamless transition into the new market presence.
Demand Generation Programme
CHALLENGE
Expanded cruise capacity required a coordinated, multi-channel approach to customer acquisition and early registration.
Saga Cruises Ltd | July 2019
SKILLS APPLIED
Programme planning · Campaign coordination · Commercial reporting · Cross-functional delivery
➔
OUTCOME DELIVERED
The programme contributed over £30m in profit growth while helping fill expanded capacity.
02. TECHNOLOGY, DATA AND OPERATIONAL PLATFORMS
Turning technology into usable progress.
Technology and operational change delivered with enough structure to protect service, enough pragmatism to keep moving and enough detail to make adoption stick.
AI Transformation Programme
CHALLENGE
The organisation needed to move from AI strategy into useful, operational tools that would reduce administration without losing focus on service.
Partners& Insurance Ltd | May 2026
SKILLS APPLIED
AI strategy execution · Product delivery · Process optimisation · Adoption planning
➔
OUTCOME DELIVERED
Delivered multiple AI productivity tools, reducing manual administrative effort by 60% and increasing capacity for client-facing work.
Claims Transformation
CHALLENGE
Manual, paper-based claims processes needed to be replaced while improving speed, accuracy, compliance and customer service.
Partners& Insurance Ltd | March 2023
SKILLS APPLIED
Digital transformation · Process redesign · System implementation · Governance
➔
OUTCOME DELIVERED
Digitised claims workflows, accelerated handling and improved data accuracy.
IT Roadmap Management
CHALLENGE
Multiple infrastructure, software and cybersecurity initiatives needed to be prioritised against limited resource.
Partners& Insurance Ltd | May 2026
SKILLS APPLIED
Agile roadmap management · Dependency planning · Cybersecurity delivery · Resource prioritisation
➔
OUTCOME DELIVERED
Introduced fortnightly sprints and delivered Cyber Essentials Plus certification, a company-wide Teams Phone migration and improved password management.
Payroll Transformation
CHALLENGE
Payroll processes were heavily manual, with long lead times and multi-day journal runs creating avoidable risk and effort.
Partners& Insurance Ltd | September 2025
SKILLS APPLIED
Systems implementation · Data integration · Process automation · Compliance improvement
➔
OUTCOME DELIVERED
Reduced payroll lead time from nine days to four and transformed multi-day journal runs into one-click automation.
Windows Upgrade Rollout
CHALLENGE
More than 700 devices across 30 sites and remote workers needed to move to Windows 11 while management migrated from on-premises to Azure.
Partners& Insurance Ltd | August 2025
SKILLS APPLIED
Technology rollout · Supplier coordination · Cutover planning · Risk management
➔
OUTCOME DELIVERED
Upgraded over 700 devices across 30 sites and remote workers with zero downtime, while improving security, control and device management efficiency.
Flexible Benefits Platform
CHALLENGE
Employee reward needed a more modern, accessible platform and a broader set of flexible benefits.
Partners& Insurance Ltd | April 2025
SKILLS APPLIED
Platform implementation · User adoption · Communications · Benefits design
➔
OUTCOME DELIVERED
Delivered the platform and new flexible benefits, achieving over 90% adoption in the first benefits window.
HR Transformation
CHALLENGE
HR needed better data integrity, more self-service and less dependence on manual reporting and workflows.
Partners& Insurance Ltd | November 2024
SKILLS APPLIED
HRIS implementation · Workflow design · Data quality · Stakeholder enablement
➔
OUTCOME DELIVERED
Introduced a new HR information system with automated workflows, HR self-service and improved employee information.
Speech Analytics
CHALLENGE
A legacy speech analytics platform needed to be replaced to improve call insight, quality monitoring and coaching capability.
Saga Insurance Ltd | March 2024
SKILLS APPLIED
Product replacement · Contact centre change · Reporting · User adoption
➔
OUTCOME DELIVERED
Improved reporting accuracy, customer experience analysis and agent coaching across contact centre operations.
DTMF Payment Solution
CHALLENGE
The contact centre needed a more secure and modern payment process integrated with existing policy administration systems.
Saga Insurance Ltd | October 2023
SKILLS APPLIED
PCI compliance · System integration · Customer journey change · Operational delivery
➔
OUTCOME DELIVERED
Enhanced customer security and PCI compliance while modernising payment processes.
03. REGULATORY, ASSURANCE & BUSINESS CONTINUITY
Building confidence around risk.
High-consequence projects where governance, accurate information and continuity of service mattered as much as the delivery itself.
FCA GIPP Report
CHALLENGE
The FCA General Insurance Pricing Practices report required coordinated data gathering, governance review and a timely, compliant submission.
Saga Insurance Ltd | March 2024
SKILLS APPLIED
Regulatory delivery · Data coordination · Governance · Executive assurance
➔
OUTCOME DELIVERED
Coordinated the cross-functional preparation and submission, strengthening regulatory confidence.
Telephony Migration (1)
CHALLENGE
A new telephony platform needed to integrate with the existing CRM in a high-risk contact centre environment.
Saga Insurance Ltd | October 2023
SKILLS APPLIED
Migration planning · Technical coordination · Business readiness · Cutover assurance
➔
OUTCOME DELIVERED
Successfully implemented the change with zero downtime for customers and employees
Telephony Migration (2)
CHALLENGE
The organisation needed to move from a legacy telephony platform to Microsoft Teams Phone without interrupting day-to-day operations.
Partners& Insurance Ltd | June 2025
SKILLS APPLIED
Implementation management · Supplier coordination · Stakeholder communications · Transition planning
➔
OUTCOME DELIVERED
Led the migration from planning through implementation, coordinating technical and business stakeholders for a smooth transition with zero downtime.
04. MAJOR PROGRAMME DELIVERY & LAUNCH
Keeping complex delivery moving.
Large, visible programmes that depended on joined-up planning, disciplined governance and confident coordination across many moving parts.
Cruise Transformation Programme
CHALLENGE
A £700m transformation programme combined the build and launch of two luxury cruise ships with modernisation of core business processes.
Saga Cruises Ltd | March 2020
SKILLS APPLIED
Programme governance · Launch readiness · Risk and issue management · Commercial delivery
➔
OUTCOME DELIVERED
Achieved 100% green audits and delivered the programme on time and on budget.
Cruise Resumption Programme
CHALLENGE
Cruise operations needed to resume safely and compliantly after COVID-19, with customer confidence rebuilt through a phased restart.
Saga Cruises Ltd | March 2022
SKILLS APPLIED
Recovery planning · Regulatory coordination · Scenario planning · Stakeholder management
➔
OUTCOME DELIVERED
Coordinated with government and industry bodies to deliver compliant, phased restarts and achieve the Lloyd’s Register Shield+ award, recognising the highest health and hygiene standards in the industry.
PR & Communications
CHALLENGE
New cruise ship launches needed a clear external story and strong internal engagement to build confidence and excitement.
Saga Insurance Ltd | March 2020
SKILLS APPLIED
Communications planning · Press events · Campaign delivery · Stakeholder engagement
➔
OUTCOME DELIVERED
Delivered press events, video campaigns and internal engagement activities, securing national and trade media coverage. As part of the wider launch and demand-generation programme, annual guest numbers doubled and PBT increased by £33.1m.
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