Luke Williams

About Luke Williams

I’m a management consultant who works at the intersection of enterprise operating models, workflow platforms, and emerging AI technologies.At ScottMadden, I advise Fortune 500 organizations on how to redesign and modernize the way work flows across their enterprises. My work focuses on large-scale transformation initiatives involving global business services, enterprise service delivery, and workflow platforms that enable automation, self-service, and increasingly AI-enabled operations.Across industries including healthcare, consumer products, manufacturing, and professional services, I’ve led complex transformation efforts that span strategy, operating model design, and implementation. This work often requires aligning executive leadership, product teams, engineers, and operational stakeholders to deliver solutions that improve service delivery, increase productivity, and unlock measurable cost and experience improvements.A central element of my work is acting as a business integrator. I translate business objectives into scalable platform capabilities while ensuring organizations can successfully adopt and operationalize new technologies. This includes designing service delivery models, defining platform requirements, guiding agile delivery with engineering teams, and establishing governance and metrics that sustain long-term performance.My experience includes leading enterprise workflow and service platform deployments that support thousands of employees, implementing automation and self-service capabilities that reduce operational friction, and advising leadership teams on how emerging technologies (including AI) can reshape service delivery models across the enterprise.

Experience

1. Manager

   ScottMadden, Inc.

   Nov 2021 — Present

   Management consultant advising Fortune 500 enterprises and complex public institutions on enterprise transformation initiatives spanning operating model redesign, digital workflow platforms, workforce strategy, and technology-enabled service delivery. Work focuses on helping leadership teams modernize how work gets done by aligning governance, operating models, analytics, and enterprise platforms.Key Contributions:• Led enterprise HR operating model transformation for a Fortune 500 energy and utilities company, diagnosing fragmented service delivery and designing a future-state shared services model integrating governance, policy architecture, workforce analytics, and ServiceNow-enabled workflows.• Advised executive leadership of a national healthcare payer on enterprise organizational design strategy, developing spans-and-layers diagnostics and financial scenario models identifying $XXM in potential cost optimization opportunities.• Directed design and implementation of a ServiceNow-enabled HR service delivery model for a U.S. Department of Energy national security research laboratory, establishing case management, employee portal, and knowledge management capabilities supporting employees.• Designed enterprise governance frameworks and executive workforce metrics linking HR operational performance to leadership decision-making and long-term workforce strategy.• Led cross-functional alignment across HR, technology, and operations stakeholders to translate complex business requirements into scalable workflow-enabled service delivery models.• Developed transformation roadmaps and executive materials guiding large-scale modernization initiatives involving operating model redesign, workflow automation, and organizational adoption.

Education

• University of Kentucky

  Bachelor's Degree

  2011 — 2014

• Ankeny High School

  High School Diploma

  2007 — 2011

• University of Kentucky

  Master of Business Administration (M.B.A.)

  2014 — 2015

Skills

• Microsoft Word
• Time Management
• Research
• Shared Service Center
• Public Speaking
• Business Process Improvement
• Powerpoint
• Microsoft Excel
• Social Media
• Management
• Social Networking
• Marketing
• Microsoft Office
• Sales
• Strategy
• Data Analysis
• Case Management Services
• Leadership
• Human Capital Management
• Process Redesign