Chris Poulton

Programme & Project Expert

Technical Skills
  • Customer experience
  • Organisational transformation
  • Organisational design
  • Programme management
  • Target operating model creation
  • CRM design
  • Telecoms

  • Utilities

  • Public Sector
Chris Poulton

Chris Poulton is an operational delivery and transformation specialist who has led and developed complex and varied departments and teams.

With extensive experience across utilities, SME start-ups and telecoms, he has worked in both the private and public sector for organisations including Carphone Warehouse, TalkTalk, Ofgem, Digital Identity Net and MOSL (the market operator for the non-household water market).

Chris’s experience ranges from creating new operations in fintech to transforming large multi-function civil service departments. He has managed and established a wide range of operating functions, including customer service, credit referencing and billing, IT, HR and PMO. He is equally at home in small or large organisations, providing both a strategic approach and a hands-on style when needed.

Chris can set the operations strategy for an organisation – establishing a vision for providing internal and external facing services from a people, process and system perspective. He works holistically across organisations at an executive and board level to develop target operating models to meet new service or efficiency needs. He can then deliver and implement it, establishing the new model through programmes of work and embedding enduring culture change.

Committed to delivering change using an informal and collaborative style, Chris prioritises clear communication and stakeholder plans to bring his clients ‘on the journey’, with inclusivity at the heart of delivery.

Key achievements include:

  • Created the full operations strategy for a B2B SaaS fintech, and its development through pilot phase through to full operating capability.
  • A brand wide customer centricity transformation programme, leading to 25-point NPS increase and move from last to 2nd in the Which? What Mobile survey.
  • Initiated and ran a transformation programme in the utilities sector to digitise and standardise transactions between the wholesale and retail market.
  • Established shared services and centres of excellence in the public sector, delivering a 12% Opex cost saving.

Chris can help you with;

  • Revenue assurance projects
  • Operations strategy
  • Organisational design
  • Customer centricity and customer satisfaction
  • Programme delivery
  • Customer base migrations
  • Continuous improvement workstreams and culture

Some of Chris’s experience:

Outside of work, Chris enjoys working through a never-ending list of DIY, cycling and watching cricket.