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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

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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."

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

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

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"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."

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

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"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."

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"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."

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"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. 

    

Leadership Team
Kieron White 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 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
 Janice Shiner Janice Shiner
  • Experienced at the most senior levels within the public sector in the United Kingdom, New Zealand and Bahrain
  • Also Chair of the National Youth Agency and a Research Associate of the UK Commission on Employment and Skills
 Neil Watkins 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
 Jo Dawson Jo Vigor (Dawson)
  • Team player with expertise in challenging, facilitating and coaching teams & individuals to deliver their goals
  • Experience extends across Central (especially Health & Education) and Local Government, Financial Services, Telcos and Food Retail
 Paul Miller 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 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
BTreshamsmall 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 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 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

 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

Associates
  Jules Bickers
  • Over 15 years executive experience in large & small organisations
  • Worked across a number of disciplines, successfully managing improvement to transform performance
  • Dynamic & committed; noted for innovation; reputation for delivery
 Kate Cooper Kate Cooper
  • Over 10 years in media and marketing working within the FMCG, retail, publishing, pharmaceutical & public sector for organisations such as FT, Conde Nast, News International, AMV Group & Cabinet Office (where she was seconded as Head of Social Media)
 Lisa Cornell-Norman Lisa Cornell-Norman
  • Excellent stakeholder engagement skills, with expertise in project management, strategy development and comms
  • Has managed diverse projects in organisations such as Aston Martin, DfE, Catalyst Housing Group, QCDA, BAA & TfL
 Julie Fidler 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
 Michael Frankenburg Michael Frankenburg
  • Experienced consultant & practitioner specialising in employee engagement
  • Skills range from individual coaching, group training and event design through programme & project mgt, to reputation and CSR management
  James Hawthorne
  • Over 10 years’ experience on client and consulting side in project, programme & change management
  • Delivered high-profile projects and programmes for central, regional and local government
  • Significant experience in the area of benefits realisation
 Iain Henderson Iain Henderson
  • Expert in customer information management and VRM (vendor relationship management, enabling personal data empowerment)
  • Specialisms include CRM, data quality, data governance, business case development & customer-centricity
John Hutton 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
 Katherine Isdell Carpenter 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
 Oliver James 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 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 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 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  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
Ashley Semmens Ashley Semmens
  • A team player & excellent programme manager, with global experience facilitating change & improvement programmes in public & private sectors
    Expert in change management, performance, the successful delivery of strategy and change initiatives, and strategic planning
 John Steel  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 
 Matt Stone  Matt Stone
  • Experienced sales & marketing professional with World Class brands - Bentley, Manchester United, Toyota
  • Specialist in creating profitable digital strategies for blue chip brands
  • Goal to achieve highest possible ROI for clients
 MerlinProfileRGBForWeb  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  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 Wakins Helen Watkins
  • Financial Controller at WCL
Bernie OShea Bernadette O'Shea
  • WCL Office Manager

 

 

 

 
 

Head Office address: 83 Victoria Street, London, SW1H 0HW | 

Company Registration Number: 4576295 | Registered at: Companies House, Cardiff |