Specialisms:

• Operational Excellence
• Process Improvement
• Programme Management

Kelly helps clients achieve operational excellence to improve customer outcomes, employee engagement, and optimising cost to serve. This ranges from solving problems with organisational design through to bottom up operational process improvement.

Kelly’s recent work includes:

• Customer contact transformation – Demand reduction and performance improvements programme across CSAT, ESAT and Cost to serve
  
• Back office transformation – Significant reduction in operating costs through better segmentation, allocation, automation and process optimisation
  
• Supporting role on the takeover, migration and closedown of one of the big 6

Kelly’s most recent role was Head of Continuous Improvement at one of the big 6 and has 15 years’ experience in energy change management.