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Derek Davies

Derek Davies

Operational Change Lead


Kirkcaldy, United Kingdom, gb

A successful performance manager with a proven track record of delivering effective change, and supporting and driving others to deliver results. Highly motivated, with excellent communication skills and a flair for getting the best out of people. An aptitude for dealing with the ever-changing environment of today’s contact c...



Operational Change Lead

Responsible for delivering change to 15 contact centres (national and international), retail and home service, encompassing over 20k staff; providing insight, driving revenue and improving operational efficiency, business metrics and customer experience

• Effectively implemented multiple product change to c.8k staff. Responsibilities included: developing training material, knowledge updates and advisor facing briefing material. Resulted in increase of total revenue by c. £6m, and conversion of key insurance product improved c.10ppts

• Lead SME for unique project set up to target failing KPIs and make recommendations for improvement. Responsible for:
- Requirement gathering from stakeholders across the business (including Director)
- Development and delivery of training to c.30 staff
- Creating and maintaining database for analysis of results and provided bi-weekly reporting to Director
- Being key member of working group providing SME insight to draw on and develop insight from data analysis
- Supporting development and implementation of action plan which led to increases in Trading and Operational KPIs

• Supported implementation and delivery of a Lean Six Sigma developed coaching methodology to c.500 leaders across Service Estate

• Championed successful and positive use of project methodology through tracking project deliverables using appropriate tools. Presented reports defining project progress, problems and solutions. Monitored and reported on progress to all stakeholders

• LGBT@Sky Workstream Lead: contributing to entering Stonewall Workplace Equality Index Top 100. Achieved a 50% increase in Staff Network subscription and a 35% increase in attendance at UK/Ireland Pride events

Quite an interesting article about Mindfullness and also corporate responsibility. Definitely gives us a mandate as Sky colleagues to constantly challenge what isn't right for our people, our customers, or our communities. This resonates with me massively

2015 EQ Summit –Dr Martyn Newman Interviews Jeremy Darroch, Group CEO Sky Dr. Martyn Newman: Jeremy it’s a pleasure to have you with us this morning, to talk to you about what has been a remarkable story and journey at Sky. I know many people in...

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