2025 Awards Case Study: Creating real change, one step at a time

Matt De Graw transformed eBay’s back-office operations. He introduced structured processes, optimized data, and improved efficiency. His team delivered $7 million in savings, gained recognition, and became a key part of the business.

2025 Awards Case Study: Driving change through practical solutions

Margot Vanwynendaele helped Trainline transition to a new telephony system. She mapped processes, improved workforce management, and redesigned scheduling. Her work improved call handling, reduced wait times, and made customer service more efficient.

2025 Awards Case Study: Transforming data into decisions

Manikanth Sikha automated reporting at Firstsource. He replaced slow, manual processes with real-time Power BI dashboards. His improvements saved time, reduced errors, and gave teams better

2025 Awards Case Study: Supporting advisors to deliver better outcomes

Lauren Davison helped advisors give better advice. She introduced real-time support, improved training, and streamlined processes. Confidence grew, errors dropped, and more clients received the help they needed. Her work made a real difference.

2025 Awards Case Study: From call centre agent to driving change

Kerry Hardman moved from call centre agent to workforce planner. She improved Haier’s scheduling, automated processes, and fixed system issues. Her persistence transformed outdated manual work into an efficient, user-friendly process.

2025 Awards Case Study: Driving operational improvement through collaboration

Kelly Graham improved workforce planning for OVO’s outsourcing partners. She trained teams on scheduling software, reduced service disruptions, and optimized staffing. Her work improved efficiency, reduced costs, and set a new standard for planning.

2025 Awards Case Study: Leading change one step at a time

Julie Jowett led Loop’s Microsoft Dynamics rollout. She restructured case management, improved training, and reduced failed cases from 150 a day to nearly zero. Her practical changes improved service, streamlined processes, and helped employees develop new skills.

2025 Awards Case Study: Driving change without a planning background

Josh McGarry optimized OVO’s customer migration. He changed the migration days to reduce pressure, handled tricky cases first, and ensured clear communication. His smart adjustments reduced disruption, improved customer satisfaction, and ensured a smoother transition.

2025 Awards Case Study: Turning small changes into big results

Jordan Weir automated overtime requests, reducing manual work by 67%. The forecasting process was also streamlined, improving reporting and speeding up approvals. These changes saved time, reduced stress, and ensured better workload management. Small adjustments made a significant impact across teams.

2025 Awards Case Study: Simplifying processes to deliver faster outcomes

Jordan McMeeken automated FSCS’s performance tracking. He replaced manual processes with Power BI tools, saving hours each week. He also reworked claim reviews, cutting delays while maintaining high-quality standards. His changes sped up customer decisions and freed up time for teams.

2025 Awards Case Study: Reducing hours, raising morale

Jonathan O’Connor reduced working hours at Tructyre without harming service. He redesigned schedules, cut unpaid breaks, and improved work-life balance. Attrition dropped from 13% to 5%, engagement rose, and customer service stayed strong. His changes made work better for everyone.

2025 Awards Case Study: Stepping up and making an impact

Honor Foley transformed training at Novuna. She redesigned sessions to make them practical and engaging. Her work ensured employees were confident using new systems. She supported advisors, adapted training formats, and empowered teams. Her approach made learning smoother and more effective.

2025 Awards Case Study: Transforming back office operations

Graham Watson turned around a challenged Claims area. He reduced customer turnaround times by 80%. He improved service levels and reduced complaints by introducing workflow mapping, structured data, and better planning. These changes transformed the team’s work and created lasting benefits.

2025 Awards Case Study: Driving change through collaboration and initiative

Gerard Flynn improved global workforce planning at eBay. He streamlined forecasting, improved chat concurrency, and made reporting clearer. His data-driven approach reduced inefficiencies, improved customer satisfaction, and helped teams work smarter. His work showed how small changes can drive big improvements.

2025 Awards Case Study: Making power of attorney simpler for everyone

Emma Robinson fixed TSB’s Power of Attorney process. She improved training, enhanced the PowerApp, and simplified customer guidance. The rejection rate fell from 30% to 11%, complaints dropped by 30%, and £132,000 was saved. Customers got faster support, and staff felt more confident.

2025 Awards Case Study: Data transformation at Aldermore

David Brockway modernized Aldermore’s data processes. He mastered SQL and Tableau, consolidated siloed data, and automated reporting. His work provided clearer insights, improved decision-making, and saved time. His impact wasn’t just about better data—it was about helping the business work smarter.

2025 Awards Case Study: Driving change at Firstsource

Darren Harvey improved workforce management for a major utility client. He created a real-time data tracker, reducing abandonment rates and improving response times. His proactive approach ensured consistent service levels across multiple business lines. His work brought structure, clarity, and measurable results.

2025 Awards Case Study: Simplifying processes and supporting teams

Chloe Moir transformed scheduling at Sky Home Service. She introduced a new overtime request system, reduced admin tasks, and improved off-diary tracking. Her changes saved time, boosted engagement, and strengthened ties with her remote team in Mumbai.

2025 Awards Case Study: Automation improves onboarding and efficiency

Cheryl Whitfield developed Clive, an onboarding chatbot. Clive handled over 4,300 interactions in 11 weeks, helping new agents settle in quickly. He reduced managers’ workloads, improved information access, and boosted agent confidence. Cheryl’s work showed how simple automation can make a big impact.

2025 Awards Case Study: Making absence management work for everyone

Cara Wilson reshaped Jet2’s absence management. She started structured suicide awareness training. She also improved long-term sickness reintegration and made policies fairer. Her work reduced absence levels, improved engagement, and made colleagues feel supported.

2025 Awards Case Study: Making workforce planning work

Berengere Drevet tackled data misalignment between eBay and an external partner. She fixed reporting issues, improved data sharing, and streamlined planning processes. By asking the right questions, she eliminated confusion and helped teams focus on making better decisions.