- Operational Excellence
- Complex Change Management
- Digital Transformation
As a Senior Consultant, Emma specialises in complex change management and digital transformation, delivering operational excellence through improved customer journey and process efficiency.
Emma helps clients to define their transformation objectives and develop robust project foundations, to deliver sustainable customer impacts and improve employee engagement. This includes the transformation of organisational architecture, digital infrastructure, and operational efficiency, to reinforce positive customer results and cultural impacts.
Emma has a proven track record in defining transformation objectives to underpin the organisational change agenda, through tackling complex problems in challenging environments. This includes contact centres, back office processing teams, and frontline delivery organisations, with experience across the Construction, Utilities, and Emergency Services industries.
Emma's most recent role was Programme Manager for Northumbria Police, leading their digital transformation and operational efficiency programme to implement a fully optimised operating model, within the emergency communications department.