Organizational Change Management Consulting
Organizational Change Management Consulting
These are some of the clients I've worked with over the years. Will you be next?
Led a national customer experience management project focused on financial donors. Activities included internal and external stakeholder interviews, donor data analysis, synthesis and ongoing improvement recommendations, and regular project summary reporting with HQ, senior management, and chapter staff. Also led the reconfiguration of their CRM tool to enable more targeted donor communications.
Helped solidify the growing organization's vision, mission and values while overseeing a practice expansion plan that tripled the number of clients, staff, total square footage, and billables in roughly fourteen month's time. Created multiple internal processes including the hiring, onboarding, and management of staff, led accreditation approval processes (JCAHO & DBH), executed marketing campaigns, and assisted senior leadership to identify and resolve growth related concerns.
As part of newly merged US & UK organization, support the three-year strategy of further penetrating the European, Middle East and Africa markets by developing the Operational Consulting Business Plan. The plan included a full organizational capabilities and operational processes review, SWOT analysis, improvement recommendations and go-to-market strategy to grow market share and visibility in key industries.
Managed national and regional wireless marketing "pilot projects" to assess (or evaluate) product branding, positioning, pricing, and bundling options with different customer segments. Projects included training and incentive progroams for all traditional customer touch points including inbound and outbound telesales, direct mail, and retail sales.
Developed a specialized Executive Advisory Board program for senior product & customer care leadership to interact with uniquely identified customers. Program included highly advanced behavioral, psychological and voice analytics to create a repeatable process where customers could provide executives with feedback about potential new products.
Developed a specialized Executive Advisory Board program for Comcast's senior product & customer care leadership to interact with uniquely identified customers. Program included highly advanced behavioral, psychological and voice analytics to create a repeatable process where customers could provide executives with feedback about potential new products.
Developed a VIP-style relationship program, with tools and materials, for Comcast executives to develop and/or strengthen relationships with key customers and partners. The program included a broad range of support activities; gathering pertinent organizational & target personnel research, developing customizable marketing and sales materials, educating leaders on applicable product benefits, organizing appropriate events support, and overseeing support team follow through.
Program Lead of a competitive analysis of the highly complex Unified Communications product space on behalf of Ericsson's product leadership team to help them establish a clearer understanding of the revenue opportunities and competitive environment of UC products in North America before making significant go-to-market investments. In addition to a comprehensive competitive landscape overview, specific internal functional area recommendations were provided to increase competitive nature of Ericsson's current product offerings, partnering programs, sales channels and overarching messaging to the marketplace.
As the Senior Strategist led a full, cross-organizational review of active projects and their performance and alignment with organizational goals. Following the readout to senior leadership, was hand selected to lead a strategic "balanced scorecard" initiative to define new organizational objectives and work with cross functional leadership to re-prioritize the entire organization's project portfolio for a three year horizon.
Led the review of contact center vendors that transitioned into the development of a cross organization strategy for the consolidation of contact center offerings for the newly mergedentity. Provided broad ranging infrastructure support to leadership team including KPI development, standardized monthly reporting, intra-team coaching and marketing operational support (e.g. end user needs assessments, touch point mapping).
Led the review of contact center vendors that transitioned into the development of a cross organization strategy for the consolidation of contact center offerings for the newly mergedentity. Provided broad ranging infrastructure support to leadership team including KPI development, standardized monthly reporting, intra-team coaching and marketing operational support (e.g. end user needs assessments, touch point mapping).
Led the review of contact center vendors that transitioned into the development of a cross organization strategy for the consolidation of contact center offerings for the newly mergedentity. Provided broad ranging infrastructure support to leadership team including KPI development, standardized monthly reporting, intra-team coaching and marketing operational support (e.g. end user needs assessments, touch point mapping).
Managed multiple concurrent cross-functional marketing campaign teams (consisting of internal and external stakeholders) to execute over 140 deliverables in one year, including 27 national and regional trade shows, six industry-specific training curriculums, seven direct mail programs, 55 collateral pieces, and more than 20 customer specific programs.
Performed multiple primary and secondary research projects to identify product functionality, sales and maintenance process and customer experience gaps throughout the life cycle of the smart device program. Received 100% executive approval to either sponsor or directly execute recommendations for company-wide enhancements.
Launched twenty-eight products within the US and international markets. Products ranged from basic wireless productivity web applications to complex converged product sets required within smart phones (firmware, hardware, software, services). Wrote the GPS API Marketing Requirements Document (MRD) and Product Requirements Document (PRD) that were the foundation of software development kit used by the company's industry leading developer community.
Created and executed national vertical product marketing strategies for the Healthcare, Transportation and Real Estate industries. These multi-year strategies included industry-wide market scans, product needs analyses, and focus groups to evaluate the marketing, product positioning, and sales strategies for each segment. Worked with governmental bodies to confirm product & service compliance with national regulations.
Aided ProdPad founders through organizational evolution resulting from the startup's initial growth spirt. Activities included strategic guidance in establishing their organization's mission, values and goals and the measurements to be used to keep the fast growing company on track. Additional deliverables were created to support these goals across multiple functional areas such as HR, sales, marketing and business development.
Lead the consolidation and documentation of the newly merged Government Affairs team's job descriptions (13+ roles at regional and national levels). Used the three organizations' (Charter, Time Warner Cable and Brighthouse) very different organizational structures to raise awareness to leadership team of cultural, skill set and process differences, making recommendations regarding how to best transition to a single, cohesive team.
Served as the Government Affairs team's liaison between all areas of the company's business and their outside councils andeconomists to facilitate and track all discovery activities (narrative, document and data) during all regulatory approval activities at the federal (e.g. FCC, DOJ, and congressional), state and municipal levels to gain approval for the merger with Time Warner Cable and Brighthouse. Work included identifying similarities across the 1,000+ discovery requests so that different outside counsels could benefit from previously completed work product.
Built a “Smart Device Strategy Modeling Architecture”, a multi-dimensional decision making tool - used to gather input from internal and external stakeholders to effectively identify, analyze and prioritize features, functions and overall execution of smart phones. Developed and implemented a formal review process for product feature & functionality prioritization across stakeholder groups to inform the Product Roadmap.
Developed a cross platform (Microsoft, Blackberry, and Palm), multiple network (CDMA, iDEN, and Wi-Fi), and multiple segments (consumer, SoHo, SMB, and Enterprise) product capability roadmap (device attributes, technical requirements, feature functionality, and user experience) that encompassed the entire Smart Device Portfolio.
Program Manager for the Dual Mode Program, the first line of products to be launched out of the newly merged entity – personifying the new Fortune 50 Company to the world marketplace. This was a multi-tier product program joining the two companies´ network, billing, and provisioning elements and was classified as having the highest level of complexity, required deft program management skills, and agility in communicating with all levels of management throughout the two company cultures and corporate structures.
Program Manager for the Dual Mode Program, the first line of products to be launched out of the newly merged entity – personifying the new Fortune 50 Company to the world marketplace. This was a multi-tier product program joining the two companies´ network, billing, and provisioning elements and was classified as having the highest level of complexity, required deft program management skills, and agility in communicating with all levels of management throughout the two company cultures and corporate structures.
Led the “Smart Device Rhino Team”, a SWAT team established to execute special projects that eliminated cost drivers, reduced churn, increased customer satisfaction &/or streamlined processes associated with smart phone portfolio.
Led a product team of senior consultants to develop a comprehensive product portfolio strategy (including voice, data, multi-media, and billing services) for the US national market launch.
Project Lead for the Creative Agency Review that analyzed each marketing team's (research, digital, print, channel sales, multi-media) needs, processes and budgets to determine if a "one integrated agency" approach was viable. Led the cross functional team in reviewing creative agency RFPs, used unique decision criteria that resulted in the consolidation of their multiple agency ~£100 million annual marketing spend into one, integrated agency partner. Exercised the utmost discretion througout the process to protect the company's reputation.