Specialisms:

• Operational Excellence
• Continuous Improvement
• Process Optimisation
• Leadership and People Excellence

Josh specialises in Lean Transformation, helping clients to achieve Operational Excellence by optimising processes and improving customer journeys.

Josh's recent work with BFY includes delivering the Limitless Leadership Development programme, in partnership with E.ON Next, which was recognised as Best Training Programme at the Northern Contact Centre Awards 2024.

Skilled in transformational change, Josh has over five years’ experience delivering improvement projects across the Railway, Utilities, Logistics, and Finance industries.

In previous roles, he’s led on numerous end-to-end operational redesigns, minimising process waste, unlocking new revenue streams, and enhancing the digital infrastructure for clients. Josh also has experience in implementing performance tracking for people and processes, maximising operational efficiency, and supporting on large-scale system migrations.

In his most recent role, Josh was responsible for setting, and delivering on the Operational Strategy within Capital One. This included the introduction of a brand new contact channel for customers in arrears, as well as the redesign, impact assessment, and implementation of the operating model for the Complaints function.