Services · 2 of 4
Product Transformation
I transform products and processes when it matters most: workarounds that have become the process, ineffective ways of working, required system change that can't afford to break the business.
The service
- Product ways of working, structural design and implementation
- Process redesign to replace manual, error-prone workflows
- Roadmap and prioritisation
- Exception handling and workflow improvement
- Cross-functional alignment across product, delivery, and operations
- Change management: so the new way of working actually sticks
- Metrics and reporting to track what's improving
- Capability handover to the team taking it forward
Case study
- The challenge
- A payments process still run largely by hand, processing over 300,000 invoices a month. Manual data entry drove frequent errors, putting the organisation at risk of breaching legislative payment terms, straining supplier relationships, and driving a growing volume of complaints.
- The solution
- I led the transformation end-to-end: integrating multiple payment platforms for digital invoicing, introducing payment control rules to catch errors early, and redesigning the exception-handling process around automation, working with the team who'd run it day to day.
- The results
- Within 12 months of standing up the product team, exceptions had dropped by 20%, freeing up time previously lost to manual rework and leaving a process the team could run without constant firefighting.