Solution and Innovation Director
Liberata - Government Process Services; where business knowledge is critical at every stage. We help government get the results it needs.
A highly experienced, commercially astute public sector Solutions Lead, I drive service transformation, working with executive teams and key stakeholders to deliver sustainable change and value both for the business and clients. My experience includes:- Bid, Service and Solution DevelopmentAn experienced solutions professional, leading diverse bid teams to develop compelling strategic, commercial and operational delivery models and driving effective transformation programmes on successful bid completion with TCV ranging from £10 million to £200 million- Customer Service and Customer ExperienceA customer focused thought leader and awards judge for the UK Customer Experience Awards, UK Digital Experience Awards, UK Customer Service Training Awards and the North West Contact Centre Awards, as well as a former member of the Local Government Contact Council- Business Intelligence and Customer InsightA former chair of the IDeA Customer Insight Working Group, a pioneer of Transformational Insight and principal architect of the Public Sector Needs framework, utilising data to drive tangible service improvements with changes in customer and organisational behaviours - IT Development and Service Delivery A Digital Services architect with a deep understanding of online transactional service delivery and service automation, driving pragmatic, cost-effective developments both in a short term product and services as well as a long term BPO relationship- Key Service ExpertiseWide ranging service expertise across the public sector encompassing customer centric service lines including: Customer Services, Revenues, Benefits, Non-Domestic Rates, HR & Payroll, Finance & Administration, Environmental Health & Licensing and Property & Facilities Management- Specialist Service ExpertiseA practitioner of data driven, customer centric debt recovery and enforcement practice, driving award winning change alongside improvements in collection and reductions in fraud and error
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