David Young

Summary

Transformation & Change: - navigates through uncertainty - turn-around of operational performance and growth - transforming customer service and delivering right first time - use of technology to improve efficiency and team working - transforming operating models, technology platforms and culture Programme Leadership: - development of programme structures, roles & strategies - embedding use of clear and structured governance - team, project & workstream leadership - engaging and managing stakeholders - engages and develops team through aligned objectives, coaching & clear responsibilities - multi-level communication - benefit / outcome focussed Digital & Technology Focused - digital capability / strategy for customer experience and growth - digital platform development and optimisation Experienced and trusted: - board level, with strong governance, risk management and technology leadership. - building and driving business case investment - building strong relationships Vision/Strategy: - creates clear long / short term strategies - defines customer and business outcomes - drives business goals & aspirations through team engagement Customer Focused: - defines customer experience drivers and journeys - aligns people and business model to customer outcomes and excellence - delivers efficiency, cost effectiveness, creates growth Business Focused: - developing new services - strong budgeting and performance tracking expertise - experienced in M&A and managing start ups Embedding Operational Performance Improvement - developing operational performance metrics and strategies - hot-spot and root cause analysis - sourcing strategies & vendor performance management - process mapping and improvement - change management, release management & governance Team development: - clear communicator - excellent listener - leadership development & coaching - fosters strong sense of ownership and ‘best in class’ delivery - encourages and mentors personal development Areas of expertise Leadership/Strategy/Stakeholder Management/Communications/Operations Management/IT Infrastructure/Networks/Delivery/Customer Experience/Customer Service/Commercial Focus/Business Growth/Transformation/Marketing/Operating Model Design/Multi-Channel Strategy/Digital/People Development/ Outsourcing/Contract Negotiation/Programme Management/Telecommunications/Technology/Change Management/Integration/IT Strategy/Vendor Management/Contract Management/Operational Improvement