Mike James

Customer Experience Consultant

Former EY consultant, turned independent, Management Consultant.

Specialisms include Supply Chain, Customer Experience, Corporate Strategy. I have a particular passion and proven track record for transforming Customer Experience for highly complex corporations and organisations. This often starts with the customer / end user and transcends to wider operational and supply chain transformations.

Clients have included: Crown Commercial Services, OVO Energy, British Gas, Ministry of Defence (MoD / DE&S), Highways England, Kier Construction, Bonham’s and the Lloyds Banking Group, Diageo

Mike is available for hire

Experience

July 2017 – Present

WeWhoDo Limited

 

Independent Management Consultant / Director of WeWhoDo Limited – Strategy and Customer Experience 

July 2017 – Present

Major Government buying department – Customer Experience (CX) led transformation 

Role: Customer experience subject matter expert

Project

Led and defined the customer experience workstream, which would help define a customer led transformation across the CCS

Led the co-ordination of over 100 key customer interviews and focus groups across sectors and regions

Developed Customer Journeys into key organisational requirements to be developed into people, process and technology processes

Launched a pilot for customer experience improvements which led to wider rollout

Delivered talks to audiences of over 400 participants

September 2011 – July 2017

Ernst & Young (EY)

Management Consulting – Manager /  Senior Manager 

Project: Major Government Infrastructure Provider

Role: Customer experience engagement manager

Project

Led a team of four and wider network of Government suppliers to trial a series of innovation focused customer experience projects

Worked closely with a leading innovation and design agency practice to establish the latest technologies to both vastly improve customer experience and to scale up quickly

Project a huge success and led on to a closer working partnership with the client to develop a pipeline of further opportunities

September 2011 – July 2017

Ernst & Young (EY) – Management Consulting – Manager /  Senior Manager 

Project: Big Six Energy Supplier – digital customer journey / cost reduction programme

Role: Engagement Manager

Project

Led a team of five EY and seven client staff to deliver the business target of £5m annualised recurring savings

Teamed with a digital design agency to develop two customer tested digital journeys

Led customer focused research to co-create a new customer mobile application

Received an internal recognition award for the successful delivery of a highly complex project

September 2011 – July 2017

Ernst & Young (EY) – Management Consulting – Manager /  Senior Manager 

Project: Government Highways Agency – customer experience improvement programme

Role: Engagement Manager

Project

Led a team of three and multiple suppliers to support the client in a customer transformation programme 

Produced customer segmentation and analysis to prioritise c.80 potential customer initiatives
Recommended and rolled out three ‘quick win’ customer initiatives in the space of three months
Performed a review of best practice digital initiatives which could be rolled out across the supplier base
Received an internal recognition award for the speed of delivery
Project – Internal EY Digital Energy Community

Role: Ongoing – Co-founder and People Lead

Co-founded the Digital Energy Community within EY advisory – a unit designed to increase the development of talent and knowledge and ultimately create EY’s footprint in this area
Grew the team from 3 to 20 core members within one year

September 2011 – July 2017

Ernst & Young (EY) – Management Consulting – Manager /  Senior Manager 

Project – Internal EY Digital Energy Community

Role: Ongoing – Co-founder and People Lead

Project

Co-founded the Digital Energy Community within EY advisory – a unit designed to increase the development of talent and knowledge and ultimately create EY’s footprint in this area 

Grew the team from 3 to 20 core members within one year

Further Background

Education

  • Graduated – 2009: The University of Manchester – Economics (BA) – Grade: 2:1

Qualifications

  • CIMA – Certificate in Business Accounting 
  • Securities & Investment Institute – Investment Administration Qualification

Interests

  • Cycling, Golf, Football, Music, Fitness, Reading, Technology