Work & Experience
FD Intelligence Limited 05/29/2023 - 05/28/2025
Chief Operating Officer
FD Intelligence is an AI and Automation services company. I spearheaded the transformation of FD Intelligence, enhancing service delivery in the Accountancy and Hospitality sectors. • Designed and implemented a robust company structure, aligning staff objectives with strategic goals to ensure timely project delivery. • Improved staff satisfaction from a low point when I joined to become one of the Sunday Times Best Places To Work in 2024. • Turned around an unprofitable service organisation through multiple improvement initiatives including: accurate estimate tooling; contract protections; robust change controls; quality improvements through best practices and peer reviews; improved customer collaboration and expectation setting. • Established a Managed Service team, optimizing customer support and freeing up development resources, leading to improved operational efficiency and happier customers. • Achieved the largest consultancy deal in company history in 2025, showcasing the effectiveness of value and vision selling strategies for development services.
Blue Prism Group plc 06/01/2020 - 09/30/2022
Director, Head of Professional Services, EMEA
Blue Prism is an Automation and AI product company that was sold for $1.6billion in 2022. As employee number 9 I had a major contribution to the success of the company through a number of different roles. I took over a failing service team with extremely low billable utilization, revenue, and employee satisfaction results and through close collaborations and a change of strategy I turned the organization around on all measures. I am most proud of increasing the department's Great Places to Work score from a companywide low of 30% when I took on the role to a score approaching 90% before I left.
Blue Prism Group plc 06/03/2019 - 06/01/2020
Director, Head of Customer Success, EMEA
After collaborating with my CCO executive to create and recruit the Blue Prism Customer Success team in 2018 I took over full leadership of the team in 2019. Starting from scratch we recruited high quality automation and Customer Success professionals and set up the playbooks, systems, data reservoirs, and strategies to engage with more of our customers on a more meaningful level. I am passionate about Customer Success and see it as fundamental to better customer engagement, freeing up sales people to sell and ensuring high renewal and customer satisfaction rates. We beat all the upsell, retention, and customer satisfaction targets that were set for us.
Blue Prism Group plc 05/01/2018 - 06/01/2020
Customer Success Director
I was the first employee recruited into the Blue Prism customer success team, working with my executive to agree our first success strategy and to build and mentor the team. We built a team with a blend of automation and Customer Success expertise and initially targeted helping Blue Prism's strategic customers to increase the speed and scale of their success.
Blue Prism Limited 05/01/2012 - 05/01/2018
Professional Services lead and Robotic Operating Model Architect
As a Professional Services Lead I managed key initiatives such as the creation of our consultancy footprint in USA and and the creation of Partner onboarding and enablement methodologies. I led the delivery of our most important customer projects and mentored new consultants. As the foremost automation leader in my field, I was the first Blue Prism consultant to lead the delivery of Blue Prism's Robotic Operating Model (ROM) into enterprise customers and was constantly involved in its creation and evolution since it's early days. Having the right policies and methodologies around AI and automation platforms and services were vital to their successful implementation.
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