International transformation, systems design, innovation, and participation-led thinking
My work spans international programme leadership, organisational transformation, customer experience, innovation, and complex stakeholder environments.
Across sectors, I have consistently worked where formal structures and lived reality do not fully align – where progress depends on behaviour, trust, participation, and informal coordination.
That experience shapes how I understand systems, adoption, organisational change, and participation.
Selected International & Organisational Experience
Ford Motor Company (via TTEC)
European Customer Experience Programme Lead
Led customer experience programme delivery supporting the launch of FordPass, Ford’s first global mobility app, across 42 European markets.
Focus areas included customer journeys, operational infrastructure, regulatory compliance, and multilingual programme delivery across complex stakeholder environments.
BSkyB
Innovation & Customer Experience Consultant
Designed and led a private customer community initiative supporting product development and customer experience teams.
Embedded participant insight directly into innovation processes, progressing from pilot to business-as-usual.
Financial Services, Insight & Advisory
Worked with organisations including HSBC, Lloyds Banking Group, and global insight partners across customer experience, organisational change, executive education, and strategic advisory programmes.
Ogilvy Worldwide
Global Operations Director – Interim
Led the design and launch of Redworks, Ogilvy’s global production services business, later rebranded and expanded as Hogarth, operating across Europe, Asia, and North America.
Focused on aligning global operating models with local practice inside a highly federated organisation—balancing consistency, autonomy, and lived workflow.
LexisNexis
Business Development & Innovation
Created and delivered The Law Office of the Future, an innovation and customer experience programme connecting law firms, technology partners, and internal teams.
Focused on adoption, trust-building, ecosystem collaboration, and sustaining organisational change.
PCDocs (now Opentext)
General Manager — ASEAN
Established and led regional operations across Singapore, Malaysia, the Philippines, China, Japan, and South Korea.
Built teams, partnerships, and commercial growth across culturally and operationally diverse markets.
This experience shaped my understanding of how authority operates informally, how systems travel, and how organisations function in practice rather than on paper.
Sport, Participation & Lived Systems
Alongside organisational work, sport – and golf in particular – has been a long-term lived reference point.
I have participated across club, county, national, independent, competitive, volunteer-led, and senior women’s golf in the UK and internationally.
This lived perspective provides direct insight into:
- how participation is sustained outside formal structures
- how informal labour underpins official systems
- how continuity is maintained through people rather than policy
These insights inform work including the Women’s Golf History Project, Women on the Tee, Golfers Experience, and the Ladies Pro-Am.
What Connects This Experience
Across sectors and contexts, similar patterns recur:
- systems that rely on informal contribution while rewarding formal roles
- participation that precedes recognition
- change that emerges through lived practice rather than instruction
Understanding these patterns connects my organisational experience with my current work in participation systems, sport, and community design.
Contact
If you would like to connect regarding research, strategic collaboration, or future advisory conversations:
📧 Email Julie
🔗 LinkedIn