Customer Excellence
For Your Journey
Transformation Achievement and Sustainable Success
Continuous Improvement, Programmes, Projects, PMO and Coaching
I am on a mission...
to inspire those around me to think in a practical way about delivering change, eliminating process waste and setting out clear procedures; encouraging continuous improvement to be second nature.
Continuous Improvement
Implementing strategies and delivering improvements which enhance operational efficiency and which foster innovation in your business processes.
Project & Program Management
Expertly managing your projects and programmes to align with business objectives, ensuring timely and successful delivery.
Success Coaching
Personalised coaching sessions aimed at unlocking potential and achieving tangible results.
About MYCI
Your Partner in Growth
My Continuous Improvement (MYCI) was developed to address business change and personal development requirements.
MYCI specialise in delivering continuous improvement initiatives across diverse industries. You can expect a legacy of continuous improvement embedded in the culture of your business and tools provided for ongoing success.
You can be confident MYCI will meet and exceed agreed expectations, and contribute to the organisational goals.
For personal growth, MYCI success coaching services empower individuals to reach their full potential.
Previous Clients
2024
The Dove Service - Trustee Director providing business advice and guidance.
2023-2024
HS2 - Integration Capability management to support the HS2 leadership team in providing oversight of programme, project and BAU integration capability, integration being the highest strategic risk of HS2, Europe’s largest infrastructure project.
2023, 2015, 2014 & 2013
Lloyds Banking Group - Various engagements to deliver Service Excellence and regulatory training.
2022-2023
NatWest Group - Lean Six Sigma continuous improvement manager, trainer and coach, working with colleagues in the UK, Poland and India to deliver in excess of £2.5m in benefits.
2019-2022
Sunrise Senior Living and Gracewell Healthcare - delivered the SPARK sales software upgrade in conjunction with Microsoft USA, revised end-to-end sales process, implemented Covid-19 pandemic processes ad procedures and concluded with a company divestment to Signature Senior Living and Care UK.
2018-2019
LGPS (Local Government pension Scheme) Central Ltd - Set up and capture of processes and ICAEW AAF audit requirements during the inaugural year of LGPS.
2018
Legal & General Insurance - Developed process architecture and proposed a pipeline of process elimination and automation with benefits exceeding £827k per annum.
2017
Domestic & General Insurance - process enhancement of back office and contact centre operations to ensure regulatory compliance.
2015-2017
Central England Co-operative - As Continuous Improvement Manager, delivered transformation programme across chilled and ambient food retail and funeral services, to integrate the previously acquired co-operatives and all the IT variants. Designed and delivered Lean Six Sigma training course to embed a continuous improvement culture.
2015
Scottish Widows - Designed and delivered the Service Excellence programme, strategy, budget management, third party liaison, coaching and training material. Worked with the Vanguard team utilising their systems thinking approach. Contributed to HR transformation.
2014
Bupa - Managed process analysis risk, reviewing activity from a financial conduct perspective and recomending remedial actions to issues.
2014
Royal London Insurance - portfolio management of 23 products to ensure propositions were correct as initial gap analysis had shown discrepancies with bonus allowances and customer benefits.
2012-2013
IPF (International Personal Finance) - Continuous Improvement Manager across Europe, implementing cashless solution and trading division in Sofia, servicing 30 towns across Bulgaria with 160 employees and 550 agents servicing 30,000 customers by 2016. This produced a 29% pre-tax profit increase in the first year of trading taking annual profit to £56.5m.
2002-2012
Co-op Bank (previously Britannia Building Society) - Operational management of mortgage completion, admin and payments team followed by project management such as reduction of Direct Debit errors from 11% resulting in excess of £82k compensation being paid out each year to 3% costing the company £18k per annum. A total saving of approximately £64k per annum. Also part of the merger team, managing the merger of Britannia Building Society and Co-op Bank in 2010.
2000-2002
Phone4U (part of Caudwell Communications) - Recrutment Officer for contact centre sales and service personnel.
Testimonials
A selection of client testimonials:
HS2
Michelle is an intelligent, curious and hard working person who brings a great energy to her working environment. Michelle has been adept at supporting strategic thinking as well as getting hands-on when the need arises. Michelle understands deeply the importance of connecting with the people to improve the efficiency of an organization. Michelle is always willing to work outside of the day job, to reach across and help others and share knowledge.
Sunrise Senior Living
Michelle has been a key member of and great contributor to my Change and Transformation team. She has excellent process design and improvement skills and these were evident as she supported a major investment project to implement a new HR and time & attendance system for almost 5000 colleagues. Most recently however her process design and project management skills have proved invaluable as we fundamentally reinvented new ways of working to cope with the COVID outbreak. I would highly recommend Michelle as a highly capable, professional and delivery focused Project Manager and designer of lean processes to drive continuous improvement. An all round good egg!
Lloyds banking Group
I have worked with Michelle in the past and would certainly do so again. Her experience in her field is second to none and her professionalism, drive and knowledge helped deliver against customer and business requirements. She integrated perfectly into the team and became a valuable and effective member immediately. Michelle can work with staff across all levels from agent/admin to Head Of/Director/COO. I would not hesitate to employ her.
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