Colin Campbell
Head of Service Transformation @Legal & General
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WORK HISTORY
Head of Service Transformation @Legal & General
Accountable for all service transformation across the Workplace Pensions division to deliver strategic outcomes aligned to L&G target architecture and servicing and technology strategies. I have successfully delivered strategic technology, AI, digital, process, customer journey and people change programmes, through the leadership of 40 highly engaged change experts, and matrix management of over 150 change professionals across L&G and 3rd parties.Key achievements include:1) Business owner and leader of a 5 year multi million pound scaled agile transformation programme, with the aim of modernising the core pension administration platform and using the latest technology and AI to re-engineer over 50 operational processes used to service 5.5m customers on a day-to-day basis2) Business Owner and leader of a new award-winning AI machine learning platform to handle email & post requests, which has resulted in industry leading customer satisfaction (10 point increase measured by the ICS), delivering significant operational efficiencies and removed legacy out of support technology3) Leader of a Continuous Improvement and Automation/Robotics programme that has delivered significant service experience enhancements and large scale operational efficiencies.
EDUCATION
Heriot-Watt University
MA (Hons), Management
SKILLS
ABOUT COLIN CAMPBELL
I am a senior leader with a fantastic track record of delivering tangible success and results throughout my 20 years of working in the financial Services industry in various high profile transformation, operations and commercial roles.I have delivered award winning results and have extensive experience of:• Building and leading high performing teams, creating market leading levels of colleague engagement• Delivering significant process, product, digital and technology transformation, using agile delivery methods, to achieve increased customer satisfaction, enhanced new business/profitability and large scale cost savings• Managing large scale (multi-site) customer and client facing operational functions, to deliver outstanding levels of service and experience• Leading customer experience and insight teams to utilise feedback and data to enhance Customer Satisfaction, Customer Ease and NPS outcomes• Leading organisation wide strategic planning and programme mobilisation, to turn strategy into action• Designing and implementing end to end operating model transformation• Designing and implementing process improvement and system thinking methodologies, frameworks and teams, to deliver process, people and cultural changeSkills: Programme Management : Portfolio Management : Change Management : Project Management : Agile: Technology : AI : Automation : Robotics : Software Development : Digital : Cultural Transformation : Business Transformation : Financial Services : Pensions : Strategy : Stakeholder Management : Relationship Management : Leadership : Operational Leadership : Service Experience
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