WCL are experts in change, designing and implementing successful change initiatives in the Public, Private and Voluntary sectors

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We are working with over 50 organisations on innovative shared services models

We are helping blue chip Financial Services and Auto businesses improve their customer management and service delivery

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"WCL is assured of our continued custom after such excellent service."

"I would highly recommend WCL because of the quality of your people, your focus on delivery and your approach to getting the job done."

"Your expert's professionalism and clarity have made her an invaluable sounding board as the project has developed."

"Her capacity to act as a critical friend has been her greatest strength, as she has been able to offer challenge and support in equal measure."
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"I would recommend WCL to colleagues, especially where a 'new look' or 'fresh' approach is required and to help drive change in a short time period."
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"The strategy room and WCL-facilitated sessions helped inform our strategy, which had good buy-in with key stakeholders."

"Following WCL's support to the strategic team, the revised strategy and purpose was launched successfully."

"We liked that we were able to get to use your expert resource quickly and easily."

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"The WCL change manager has become a well-respected subject-matter expert and a voice of reason in the organisation."

"We're extremely happy with the work you did for us and the way you worked with us."
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"If we hadn't brought you in we'd have signficant problems delivering a project worth more than £31 million and wouldn't be on track to begin work in time."
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"Your person was a human dynamo of enthusiasm, can-do, make-happen, engage and deliver."
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"Outstanding. The WCL change manager exceeded her objectives."
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"A role model, coach and mentor for the business as well as for individuals... We would not want to use another advisor."
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"WCL calmly rearranged and ran probably the best and most motivational development day the division has ever run."
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"The highlight of this week was undoubtedly the away day. You did an excellent job and I found the work-style session very insightful."

"The workshop skills session was really useful and gave us the opportunity to practise those skills in a (mainly…) friendly environment."
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"Once the business-case process was done and approved, identifying and matching WCL experts to projects has been very quick."
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"WCL was an asset to the strategy-development process and integrated well into the team."
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"Your facilitative and engaging approach was well received by those you worked with."
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"The WCL change manager exceeded expectations. He put in place light-touch but effective plans and systems, through which we can monitor resource needs and drill down on issues."
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"You made a really significant impact just when we needed it."
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"Your expert is diligent in his workings and is also very people-centric, which is wonderful."
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"I was particularly impressed by the specialist knowledge and skills we were able to access when designing a new call-centre function."
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"WCL is an extremely efficient and professional outfit – one of the best I've come across ... praise indeed."
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"The presentation was concise, to the point and appropriately tailored to the audience. The delivery was professional and engaging."
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"We would rate WCL’s performance as excellent."
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"Best delivery to date, in terms of process, balance between interviews and on-site visits, as well as final presentation and delivery to the executive committee."
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"We are now confident we are on track... We are better equipped to manage the project and the difficult relationships with our delivery partners."

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Our people

Any business is only as good as its people. We have assembled a team of great people, and promote a culture that is confident, positive and motivated to deliver change.

All our associates have a big-four consulting pedigree and/or experience in major organisations of managing large-scale strategic change programmes. Each project team is hand-picked for their experience, intelligence, confidence, interpersonal skills and passion for delivery.

Please click on our pictures to read a brief biography.

Leadership Team
	Kieron White	Founder and Managing Director of WCL Specialist in the areas of strategy development and prioritisation, and the design and delivery of large, complex change programmes Extensive experience in the public sector, and in the finance, technology and automotive industries
	Nigel Hall	20 years' experience of managing and delivering business-change programmes and projects in strategy and implementation Expert in business process efficiency, organisation design and people management
	Neil Watkins	Over 20 years' experience in change, programme & project mgt across broad range of clients, incl. DfE, Prime Minister's Delivery Unit, DH, BUPA, Ford, Microsoft, Deutsche Bank & Debenhams Combines programme delivery experience with analytical and interpersonal skills to drive change across all levels of an organisation
	Paul Miller	Management, finance & partnership background in pvt & public sectors Strong stakeholder & customer service focus; expert in operational improvement, change, shared services, outsourcing, stakeholder engagement, complex systems and process-mapping
WCL Customer Management Ltd
	Peter Lavers	25 years in Marketing, Customer Management & Comms International client-side and consulting experience across sectors Expert in customer strategy, CRM assessment & benchmarking, brand/ proposition comms, experience mapping, KPIs, and systems requirements
	Ben Tresham	Specialist in delivering complex multichannel marketing & CRM solutions across new and old media and channels Worked on complex projects with clients ranging from central government through to household brands and large multinational organisations
	Mark Hollyoake	25 years' experience of international work across industry sectors Expertise lies in customer experience, CM strategy development, CM assessment, partnership & alliance development, and management of implementation programmes
	Neil Weston	25 years worldwide client-side and consulting experience at the sharp end of Marketing and Customer Management in telecoms, technology and healthcare Expert in CM assessment and improvement, CRM system design/deployment and Customer Journey Mapping Strong technology and relationship skills across international markets
	Mark Say	Senior marketing and change professional specialising in delivering top and bottom-line growth through customer-centric value mgt Wide experience across sectors gained from senior mgt roles both client-side and over 10 years in consultancy around the world
	Geoff Downer	25 years’ experience in relationship marketing Particular strength in helping clients make the best possible use of data and technology and bridge the gap between marketing and IT Expert in integrating online and social media with traditional channels
	Katherine Isdell-Carpenter	A rich, varied and successful background of over 20 years in marketing and communications, with market leading expertise particularly in launch activity Highly developed communications and trouble shooting skills with proven track record of delivering innovative solutions
	Lee Campbell	A seasoned customer management expert with over 15 years experience. Worked with major brands in the financial services sector such as HSBC and Standard Life. Has initiated and delivered on major change programmes globally. Strong stakeholder managements skills Works across all aspects of CRM though focused on technology and marketing aspects
Associates
	Julie Fidler	20+ years experience across private and public sectors, incl. Barclays, Thomas Cook, Vertex, the Met, Westminster CC & No 10 Communications Expert in stakeholder mgt, comms planning, culture development, cost improvement, service re-design and process re-engineering
	John Hutton	John is a highly motivated project and programme manager with nearly 20 years in-depth and practical knowledge in financial services, central government, local government, technology & consultancy sectors He has an outstanding track record in delivering large-scale projects and performance-management reviews
	Oliver James	Highly experienced in planning programmes, managing stakeholders and successfully delivering projects in a range of industry sectors Advanced facilitation, programme & project mgt skills; excellent people skills and an open and adaptable approach
	Martin Jukes	Over 20 years’ experience in customer and channel management Expert in customer service, contact centre, project/programme management and general management Confident working in both strategic and operational environments
	Chris Morrison	Over 15 years' experience working in business transformation and change management in the public sector His areas of expertise include business transformation; project, programme and portfolio mgt; strategic prioritisation; procurement & commercial negotiations; and business change planning/mgt
	Graham Parris	Strong track record in working with people from across the organisation to design, lead and deliver business change Combines a pragmatic approach with a clear focus on outcomes, alongside highly effective team-work, problem-solving, facilitation and communication skills
	Del Rae	15 years’ experience in system & process design, customer & stakeholder management, and strategic programme & change mgt Led and delivered transformation programmes in the private & public sectors incl. DH, Abbey National, Barclays & Norwich Union
	John Steel	Combined consultancy and operational background across industry sectors in both the private and public spheres Experienced in programme and project mgt; change management; process improvement and redesign; lean systems; and the balanced scorecard performance management tool
	Merlin Stone	Leading expert in customer management, including strategies and tactics for customer recruitment, retention, and development Author or co-author of many articles and thirty books on customer management
	Chris Wheeler	International change consultant and coach helping public and private sector clients through times of change Renowned for his client focus, team building, and excellent people engagement skills
Support Team
	Helen Watkins	Financial Controller at WCL
	Bernadette O'Shea	WCL Office Manager