Patrick Lee

Patrick is a seasoned transformation leader with over 25 years of international experience, driving business change, operational excellence, and customer-centric innovation. He has a track record of spearheading board-sponsored transformation programs across diverse industries, including Oil & Gas, Retail, Telecommunications, Utilities, and the Public Sector.

Specialising in customer experience optimisation, operating model redesign, and technology-driven change management. Patrick excels in enabling revenue generation, utilising new digital technology, streamlining processes, and data-driven insights.

He has successfully designed and executed large-scale programs exceeding £100 million, achieving measurable outcomes, enhancing digital engagement, and optimising service operations. His expertise spans market segmentation, improving key drivers of customer satisfaction, resolving operational inefficiencies, implementing process improvements, fostering continuous improvement, and leading complex change initiatives.

A collaborative leader, Patrick actively partners with organisations and engages stakeholders at all levels. He is adept at leading high-performing teams and seamlessly navigating different organisational structures to drive strategic outcomes.

Recent assignments include: deployment of GenAI (AWS) into water company reducing cost per customer via improved employee productivity and reducing repeat customer contact; implementing a gamification tool into an energy company focussed on internal learning for complex queries which improved productivity by 8%; customer segmentation analysis for broadcast company increasing revenue realisation by £2m pa; introducing customer profiling for national tourist board helping to offset historical revenue decline by 3%; customer journey / process mapping for consumer electronics company reducing cycle time by 15 days, increasing NPS by 5 points and reducing customer contact by 20%.