Your ROAD Map for Transformation

Man riding upwards on a steep hill on a mountain bike.
Man riding upwards on a steep hill on a mountain bike.
This has been the best change initiative I have ever experienced in the Contact Centre.

Senior Operations Manager

Operational Transformation

Building your ROAD Map

Whether it's market, regulatory, or internally driven, businesses constantly need to change and adapt. BFY can help you unlock the benefits of transformational change, keeping you ahead of the competition, and enabling positive outcomes for your business and customers.

This can involve:

  • Making sense of your operational challenge, whatever it may be, and simplifying it down to the change 'need'

  • Leveraging our industry experience, best practice approaches, and transformation expertise to align your challenge to our transformation capabilities

  • Using our ROAD Map approach to create the tailored delivery route you need to deliver transformation. This approach is underpinned by our ability to tailor discreet delivery options, to give you what you need, deliver change and ensure it sticks

It’s fantastic to see the levels of Engagement and the transformation in culture and results

Utility Ombudsman Rep


Customising your transformation delivery

Underpinned by a core process focus, we can deliver a specific, bespoke change ROAD Map for your business. This means choosing from the components in our four pillars, to create a transformation project that's right for you.

Key client challenges include:

  • “Complaints are rising, speed of response is increasing, and I can’t work out where the problem is”
  • “Leadership and the frontline feel disengaged. There is a disjoint which is causing cultural challenges and lower employee satisfaction scores” 
  • “We are seeing increased attrition internally and at our external service providers”
  • “Servicing volumes are increasing; costs are mounting, and our servicing processes are creaking under the strain” 
  • “Our reporting is clunky. We can’t easily see the important things and as a result strategic decision making is impossible"


Our Transformation Experts

Jonathan Paton

Senior Manager

Jon specialises in Customer Operations leadership, customer contact, and operational service delivery transformation/improvement.

View Profile

Lauren McCullough

Senior Manager

Lauren leads our clients through Operational Excellence, Lean Transformations and Continuous Improvement activity.

View Profile

Kev Brown

Senior Manager

Kev leads our continuous improvement and lean transformations, working with leaders to deliver our Operational Excellence programme.

View Profile

Zander Cleves


Zander specialises in change management and business transformation, delivering commercial insight to clients through financial modelling.

View Profile
Small headshot image of Leanne Armstrong, Senior Consultant at BFY Group.

Leanne Armstrong

Senior Consultant

Leanne helps clients to achieve operational excellence through demand reduction, process optimisation, and cost to serve initiatives.

View Profile
Small headshot image of Craig Sutherland, Senior Consultant at BFY Group.

Craig Sutherland

Senior Consultant

Craig has experience working on both large and small-scale business transformations, IT and people migration programmes, change management and leading cultural transformation.

View Profile


Looking for more? We're here when you're ready.