Interim Consultant - Digital Acceleration at Volvo Cars
Slough, United Kingdom
Head of Business Transformation
May 2015 to Present
Head of PMO
August 2011 to May 2015
Head of Programme Launch Management
December 2010 to August 2011
Head of Customer Planning & Implementation
June 2008 to October 2010
Customer Service Delivery Manager
July 2007 to June 2008
Planning & performance Manager, Customer Service
September 2005 to July 2007
Senior Service Delivery Manager
July 2002 to January 2005
Service Improvement Manager
September 2000 to July 2002
BMW (UK) Manufacturing Ltd
Body-in-White Quality Manager- New Mini
March 1999 to September 2000
Oxford, United Kingdom
BMW (UK) Manufacturing Ltd
Supplier Quality Manager
December 1997 to March 1999
Oxford, United Kingdom
What company does Justin Bull work for?
Justin Bull works for Three.
What is Justin Bull's role at Three.?
Justin Bull is Head of Business Transformation
What industry does Justin Bull work in?
Justin Bull works in the Telecommunications industry.
An Inspiring, engaging leader and Senior Manager with over 20 years cross-functional experience in both Telecoms and Automotive industries. A proven track record of delivering large and complex Business, Process and technical transformational change programmes across many levels of the organisation. Experienced people manager within Programme, IT, Head Office, Manufacturing and Contact Centre, sectors. An excellent communicator, confident in influencing across, up and down the organisation. Six-Sigma Black Belt, MSP practitioner and Chartered Engineer.Head of Business Transformation @ Leading the transformation of our business planning and governance at Three UK. From May 2015 to Present (8 months) Head of PMO @ Accountable for the PMO, transforming our Programme and Project delivery & governance, Leading the Investment & Business demand planning and delivery across the entire Three UK portfolio. Directly accountable for delivering a number of large cross functional change programmes. Led the integration of Project & Programme Management function from Ericsson as part of a Multi £m, Multi-year Managed Service Transformation. From August 2011 to May 2015 (3 years 10 months) Head of Programme Launch Management @ Accountable for Change & Launch Management across Three UK, ensuring our organisational capability is ready to support major change in support of both our customers and operating infrastructure. A key part of this was driving the organisational transformation of centralising all our Programme & Project Management activity across Three UK into one Programme Office function. From December 2010 to August 2011 (9 months) Head of Customer Planning & Implementation @ I led all support for the customer contact centers at 3 in both the UK & India. This included Business & Resource Planning, Change Management & Implementation, Billing Analysis & incident management Service Delivery incl Systems Delivery & improvement and the Management of our self-service channels including Digital. I was responsible for defining & delivering our service strategy, delivering an ever improving customer experience and maximising the efficiency of our service. From 2009, my responsibilities increased to include Programme Management for both Customer Service and Finance functions in Three UK. From June 2008 to October 2010 (2 years 5 months) Customer Service Delivery Manager @ Implemented and led a Change Management delivery process. Led a cross functional call reduction to reduce Opex by £2m pa. Created & implemented a Premium Service channel for our High Value customers. Led the relationship with other parts of the business in prioritising actions to improve our customer experience on critical customer journeys. From July 2007 to June 2008 (1 year) Planning & performance Manager, Customer Service @ •Developed a long-range financial planning process and delivered a £15m Opex reduction programme in short-term whilst securing a 5 year project investment plan. •Built & deployed a 4-year technology roadmap to deliver a strategic framework for improved customer service capability through exploiting self-serve, telephony and CRM solutions enabling continued cost reduction & revenue generation capability. •Implemented a service model for MI, analysis and insights in customer service, ensuring project life-cycle, change control, quality and resource management processes are in place, utilising appropriate technology solutions. From September 2005 to July 2007 (1 year 11 months) Senior Service Delivery Manager @ Developed & managed the business planning process for Customer Service over a 1-2 year horizon, enabling the achievement of Opex/Subsriber budget targets and the fulfillment of 10% year on year budget reduction. Leading a team of Service Delivery Managers accountable for developing & implementing segmented customer service strategies & CRM propositions together with ensuring the successful implementation of new products and market propositions, support the growth of revenues whilst also reducing Opex by £2M and enabling a 5% increase in Customer Satisfaction. From July 2002 to January 2005 (2 years 7 months) Service Improvement Manager @ •Improved complaint handling processes to ensure T-Mobile attained the new OfCom metering and billing standard. Achieving From September 2000 to July 2002 (1 year 11 months) Body-in-White Quality Manager- New Mini @ •Aligned business processes, organisation, roles & skills across Body-In-White function with plants across the BMW group, implementing process control systems & setting targets. •Established process review and problem resolution processes to facilitate clearer objectives and define customer/supplier agreements to achieve class-leading quality standards reducing rework costs by £5m •Run-out and transfer of processes to Rover Longbridge site for entire Rover 75 production facility within 3 months. •Launched Rover 75 Tourer model achieving JD power UK Top 3 award. From March 1999 to September 2000 (1 year 7 months) Oxford, United KingdomSupplier Quality Manager @ •Responsible for managing the successful launch of the Electronic/Electrical, chassis and powertrain component manufacturing quality across 50+ suppliers on the Rover 75 project. •Ensure supplier processes were being developed to deliver consistent component quality in line with BMW Group targets, including rapid reaction to problem solving, supplier process review, measurement and quality standards. From December 1997 to March 1999 (1 year 4 months) Oxford, United KingdomMEng @ University of Hertfordshire From 1993 to 1994 BEng (Hons) @ University of Hertfordshire From 1989 to 1993 Chartered EngineerMember IET Justin Bull is skilled in: Business Transformation, Telecommunications, Program Management, Service Delivery, PMO, Stakeholder Management, Change Management, Cross-functional Team Leadership, Customer Experience, Business Process Improvement, CRM, Strategy, Outsourcing, Leadership, Call Centers
Extraversion (E), Sensing (S), Feeling (F), Judging (J)
1 year(s), 9 month(s)
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