Sedulous is a customer insight driven management consultancy specialising in service design, customer experience initiatives, change programmes, market research and project management.

I’ve spent the past year working on a variety of projects for Western Union, Nuffield Health, Midcounties Cooperative, Thomas Cook, and the Student Loans Company. All of these projects involved helping them to identify what customers want, how they are currently delivering against these expectations, where the customer pain points are, what causes them and how to design them out of the service offering leading to ideal customer journeys.

Prior to this I spent four years in Sydney where I worked on the largest Australian service redesign project for the mobile operator Optus, helped Toyota’s dealer network to become more customer focused and redesigned the post graduate student journey for the Chartered Institute of Accountants Australia and New Zealand.

Previously, before going to Australia, I was a driving force behind the UK’s Top 50 Companies for Customer Service and as project director of this programme I provided advice to member companies such as Tesco, LEGO, Dyson, ITV, Royal Bank of Scotland, Specsavers, Marks & Spencer and Virgin Atlantic on how they could improve their customer service operations.

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