Adiba Ghauri
Corporate Lead for Customer Excellence @Harrow Council
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WORK HISTORY
Corporate Lead for Customer Excellence @Harrow Council
London, GB
Leading in a bespoke and innovative cultural change across the London Borough of Harrow. Culture change but not as you know it. Bringing about a change designed to stir the emotion in the ‘Why’ of our organisation, putting our residents at the heart of everything we do, while providing our staff meaningful working lives.
EDUCATION
Kingston University
BSc
The London School of Economics and Political Science (LSE)
Master of Science (MSc) (Econ), Economics, Social Policy and Planning
Saïd Business School, University of Oxford
Executive Leadership
SKILLS
ABOUT ADIBA GHAURI
Oxford University trained, Prosci® certified change management professional with over five years’ experience delivering culture change and customer excellence programmes across government and financial services.I specialise in translating strategy into measurable behavioural change, combining culture, capability and system design to ensure operating models, processes and measures actively support customer centred delivery. I help organisations improve service quality, employee engagement, and cross functional collaboration, and I am known for fast, credible delivery and the ability to work confidently with executive leaders while staying grounded in frontline realities.My recent work includes leading the Ethos programme at the London Borough of Harrow, reaching over 1,800 staff and achieving a 93% excellent rating, with demonstrable shifts in how resident centred service is understood and delivered.I bring a commercial mindset, strong stakeholder management, and proven coaching capability to deliver sustainable change at pace.
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