Making Change Deliver
Experts in business management
Making Change Deliver
Experts in business management
Our people are at the heart of everything we do. Bringing together experienced consultants, facilitators and behavioural change specialists, ChangeLens combines strategic insight with practical expertise to help organisations navigate complexity, strengthen capability and deliver meaningful, lasting change.
Every client is different, so we build the right team for every engagement. Alongside our core consultants, we draw on a trusted network of associate consultants and specialist partners, bringing together complementary expertise and fresh perspectives to create tailored solutions that meet each client’s unique needs.
Working collaboratively throughout every stage of the change journey, we help organisations shape strategy, develop leadership capability, embed new ways of working and build high-performing cultures. Drawing on experience across a wide range of sectors, we help our clients unlock the potential of their people, create lasting behavioural change and achieve sustainable business success.
Managing Director
Chris is a business transformation and change specialist, helping organisations improve commercial performance by identifying the changes that will deliver most benefit and aligning people, process and measures to deliver sustainable outcomes.
He brings senior consulting and in-house experience across change delivery, customer management and performance improvement, with particular strength in stakeholder engagement and translating strategy into practical operating-model change.
Listen first, using customer, business and front-line insight to identify priorities and what “good” looks like in practice.
My approach is outcome driven – clarifying the customer, commercial and operational results required, then working back to the changes that will move the metrics.
I design for delivery by simplifying processes, instilling ownership, bringing clarity, and building measurement into day-to-day operations. I focus on making change stick by aligning stakeholders from the outset, communicating clearly.
Specialisms include transformation and change strategy; customer experience (CX) strategy and service design; Voice of the Business/User/Customer and insight-to-action; operating model, process and performance improvement; customer management (retention, segmentation and proposition development); and stakeholder engagement, governance and benefits realisation, and reinforcing new behaviours through governance, capability and commitment.
Chris has worked with a wide range of organisations across financial services, utilities, retail, telecommunications, technology, education and the not-for-profit sector.
AEGON, Aldermore, American Red Cross, AVAYA, Aviva, AXA Sun Life, AXIM Global, Barclays, Berkeley Research Group, Capco, Cox Communications, Cranfield School of Management, CUNA Mutual, Currys, Equifax, First Direct, GfK NOP, Lancaster University Management School, Medifast, National Lottery Community Fund, Network Rail, Northstar Financial Services, NUS, Oracle, Personal Group, Philips Lighting, Shell, Thorn EMI Retail, Woolwich and Northumbrian Water.
Associate Consultant
Guy Maughfling is a management consultant with more than forty years of experience helping organisations improve performance, navigate change and deliver sustainable growth. His career spans senior roles at Deloitte, PwC and Gas Strategies, followed by strategy and value-focused work in the software and SaaS sector. He has worked across the United Kingdom, Europe, Africa, Australia and the United States, bringing a global perspective to complex business challenges.
I focus on helping organisations work faster, better and more efficiently by combining strategic clarity with practical execution. My approach is grounded in understanding how businesses create value, identifying where change is needed, and then shaping solutions that are both commercially sound and workable in practice. I bring a particular interest in transformation, operational improvement and making complex organisations easier to run.
Specialisms include strategic and business planning; Value strategy and value realisation for SaaS products; Organisation design and operational change; Market studies and feasibility assessments; Management reporting and performance improvement, and Industry expertise across infrastructure, financial services, life sciences and the public sector.
Guy has built extensive international experience across consulting, industry, and the SaaS sector, helping organisations improve performance, deliver transformation, and create long-term value.
Coopers & Lybrand, Deloitte Consulting (UK & Netherlands), Deloitte & Touche (Kenya), Gas Strategies, PwC (UK & Kenya), ServiceNow, The Anywhere Company.
Associate Consultant
Suzanna Tan is an executive coach, leadership development specialist and former senior business leader with more than 25 years of experience across financial services, coaching and organisational development. Her career spans stockbroking, accountancy and retail banking, including 20 years with Barclays in a variety of senior management roles across sales, marketing, diversity and inclusion, commercial strategy and business development.
Today, Suzanna works with leaders, teams and organisations to develop leadership capability, improve organisational culture and navigate complex workplace challenges. She is particularly recognised for her expertise in workplace conflict, cultural agility and leadership development, combining deep business experience with professional coaching and facilitation expertise.
I believe that sustainable performance comes from creating environments where people can thrive, contribute and work effectively together. Strong leadership is built on self-awareness, curiosity and the ability to navigate complexity with confidence and empathy.
My approach combines commercial understanding with coaching insight, helping individuals and organisations address challenges constructively while building stronger relationships, cultures and outcomes. Whether supporting leadership development, cultural change or workplace conflict, I focus on practical solutions, meaningful conversations and lasting impact.
Suzanna has built her experience across financial services, leadership development and executive coaching, including senior leadership roles at Barclays and advisory, coaching and facilitation work with organisations across the public and private sectors. Her experience spans stockbroking, retail banking, accountancy, leadership development, organisational culture and executive coaching.
Associate Consultant
Julian is a highly experienced marketing analytics and customer insight specialist with over 30 years’ experience helping organisations make better commercial decisions through data, measurement and customer understanding. As the founder of UniFida, he has pioneered innovative approaches to marketing attribution, customer journey analysis and marketing performance measurement, enabling organisations to optimise investment and achieve stronger business outcomes.
His career spans senior marketing roles within financial services, consultancy and technology businesses, giving him a unique blend of strategic, analytical and commercial expertise. Julian works with organisations to turn complex di to clear insight, helping leaders understand what is truly driving customer behaviour, growth and return on investme
At ChangeLens, Julian brings a powerful customer and evidence-based perspective to transformation programmes, ensuring that strategic decisions are informed by robust insight and measurable outcomes.
Successful transformation is built on evidence as much as vision. Julian believes organisations achieve better results when decisions are driven by reliable insight rather than assumption, and when customer behaviour is properly understood rather than simply measured.
By combining data science, commercial thinking and practical experience, he helps organisations cut through complexity, improve decision-making and focus investment where it creates the greatest value.
Marketing attribution; Customer insight; Marketing analytics; Customer journey analysis; Marketing effectiveness; Data strategy; Customer data platforms; Commercial strategy; Performance measurement; Predictive analytics; Customer engagement; Business intelligence.
Julian has held senior marketing and consulting roles throughout his career, including leadership positions at NatWest, Lloyds TSB, Berry Consulting, The Customer Partnership, Acxiom, and as founder of UniFida. He has worked with organisations across financial services, retail and other customer-focused sectors, helping them improve marketing performance, customer understanding and commercial decision-making through better use of data and analytics.
Associate Consultant
Paul is a marketing, brand and communications consultant with a career background in helping organisations connect more effectively with their customers, colleagues and stakeholders. With extensive experience across marketing, content development and communications he enables organisations to articulate complex ideas with clarity, strengthen customer engagement and support successful business transformation.
The most successful organisations put people at the centre of everything they do. Paul believes that great communication is about creating understanding, building trust and inspiring action – whether that’s engaging customers, aligning colleagues or bringing stakeholders or a change journey.
By combining strategic thinking with creativity and a deep understanding of audience behaviour, he helps organisations tell compelling stories that drive engagement and support meaningful change.
Brand strategy: Marketing strategy: Strategic communications: Content strategy and copywriting: Customer engagement: Internal communications; Change communications: Brand positioning: Thought leadership: Stakeholder engagement.
Paul has worked with organisations ranging from ambitious SMEs to established global brands, helping them strengthen their market positioning, develop compelling communications and improve customer engagement. His experience spans brand development, strategic marketing, copywriting and communications, bringing a valuable customer and commercial perspective to ChangeLens’ transformation and change programmes.
Strategic Adviser
Christopher Brooks is the Founder and Managing Director of Lexden, a specialist customer experience consultancy and ChangeLens partner organisation. He works with organisations to design and deliver customer-centric strategies that strengthen relationships, improve service performance and create sustainable commercial value.
With extensive experience in customer experience, customer strategy and business transformation, Christopher helps organisations understand what matters most to their customers and translate those insights into practical improvements that enhance both customer outcomes and business performance. His collaborative, results-focused approach enables organisations to embed customer thinking at the heart of strategic decision-making and transformation.
At ChangeLens. Christopher brings deep expertise in customer experience and customer strategy. complementing our broader transformation, leadership and organisational change capabilities.
Exceptional customer experiences don’t happen by accident-they are the result of deliberate strategy. strong leadership and a deep understanding of customer needs.
Christopher believes that organisations achieve lasting success when customer insight informs every stage of decision-making. By aligning customer experience with organisational objectives. he helps clients create meaningful improvements that deliver value for customers, colleagues and the business alikel
Customer experience (CX: Customer strategy: Customer journey design: Voice of the customer: Customer insight; Service design; Customer engagement: Experience transformation; Customer-centric operating models: Business transformation; Stakeholder engagement: Change leadership.
Christopher has advised organisations across a range of sectors, helping them improve customer experience, strengthen customer loyalty and deliver measurable business improvements. Through Lexden, he has worked with organisations to develop customer strategies, redesign customer journey ind embed customer-centric ways of working that support successful transformation and sustainable growth.
As a ChangeLens Associate Consultant, Christopher combines specialist CX expertise with wider transformation capabilities, helping clients deliver change that creates better outcomes for both their customers and their organisations.
Associate Consultant
Christine Kearney is an experienced change and culture specialist who helps organisations create the conditions in which transformation succeeds. She combines practical change management experience with deep expertise in organisational culture, leadership behaviours and employee engagement to help organisations turn strategic change into sustainable outcomes.
Drawing on more than 20 years’ senior leadership experience, Christine has worked through significant organisational and cultural change, giving her a practical understanding of what it takes to engage people, build commitment and embed new ways of working.
Her particular strength lies at the intersection of change management and culture – helping organisations deliver change effectively while creating the environment, behaviours and leadership needed to make it stick.
Successful change is ultimately about people. Christine believes that even the strongest transformation strategy will struggle unless people understand the change, believe in it and are supported to adopt new ways of working.
Her approach combines structured change management with an understanding of culture and behaviour. By engaging stakeholders, strengthening leadership behaviours and creating psychologically safe, high-performing environments, Christine helps organisations move from implementing change to genuinely embedding it.
Change management; Culture change; Organisational change; Change delivery; Change adoption; Stakeholder engagement; Organisational culture; Leadership behaviours; Employee engagement; Behavioural change; Psychological safety; High-performing teams; Resilience; Workplace wellbeing.
Christine brings more than 20 years’ experience in senior leadership within the banking sector, including experience of leading people and teams through significant organisational and cultural change.
Associate Consultant
Penny is an experienced creative, brand and communications specialist who helps organisations bring ideas, messages and propositions to life through clear and engaging visual communications.
As the founder of Adventure Graphics, she combines creative thinking with a strong understanding of brand and communication, helping organisations develop distinctive identities and create materials that communicate complex messages simply and effectively.
At ChangeLens, Penny brings a creative dimension to our change and transformation capability, helping clients communicate change clearly, engage their audiences and turn strategy into compelling visual communications.
Good communication starts with understanding what you are trying to achieve and who you need to engage. Penny believes that strong design should make complex ideas easier to understand rather than simply make them look better.
Her approach combines creativity with clarity and practicality, translating ideas and messages into communications that engage customers, colleagues and stakeholders and help organisations bring change to life.
Brand identity; Graphic design; Visual communications; Creative direction; Marketing communications; Digital and print design; Presentation design; Brand development; Change communications; Stakeholder communications.
Penny has extensive experience delivering creative, brand and communications work through Adventure Graphics, supporting organisations with everything from brand development and visual identity through to marketing collateral, presentations, digital content and wider communications.
Her experience brings a complementary creative capability to ChangeLens, helping ensure that strategies, propositions and change programmes are communicated with clarity, consistency and impact.
Associate Consultant
Matthew Dokelman is a senior business transformation and change leader with extensive experience helping organisations improve performance, modernise operations and deliver complex strategic initiatives. He has worked across financial services, technology and consulting environments, supporting executive teams in translating strategy into sustainable business outcomes.
Matthew combines strong commercial awareness with practical delivery expertise, helping organisations navigate change, improve efficiency and build the capabilities needed for long-term success. His experience spans organisational transformation, operating model design, technology-enabled change and programme leadership.
I believe successful transformation is built on clarity of purpose, strong stakeholder alignment and disciplined execution. Organisations achieve lasting results when strategy, people, processes and technology work together towards clearly defined outcomes.
My approach combines strategic thinking with practical delivery. I focus on understanding the root causes of challenges, building consensus around priorities and implementing solutions that deliver measurable business value. Whether leading change programmes, improving operating models or driving business performance, I value collaboration, accountability and sustainable results.
Matthew has built his experience across leading consulting and technology organisations, helping clients deliver large-scale transformation, technology change and operational improvement programmes. His experience includes Alfa, Accenture, Baringa Partners and Witan Consulting.
Associate Consultant
Charlotte Kendall is a learning and transformation specialist who helps organisations turn change ambitions into new behaviours, capabilities and ways of working.
Her particular strength lies in making change stick – translating strategy and transformation objectives into practical interventions that help people understand, adopt and sustain change. She brings expertise across organisational transformation, behavioural change, learning and capability development, leadership development and facilitation.
At ChangeLens, Charlotte brings a valuable focus on change adoption and organisational capability, helping ensure that transformation is not simply implemented but becomes embedded in how people work and perform.
Successful change happens when people are equipped and motivated to do things differently – and when new behaviours become part of everyday working life.
Charlotte believes that learning and capability development should be closely connected to the outcomes an organisation is trying to achieve. Her approach focuses on understanding the behaviours, skills and ways of working needed to deliver change, then creating practical interventions that enable people to adopt and sustain them.
By combining transformation thinking with expertise in learning and behaviour change, she helps organisations bridge the gap between implementing change and making it stick.
Change adoption; Behavioural change; Organisational capability; Learning and development; Capability building; Leadership development; Organisational transformation; New ways of working; Facilitation and workshop design; Learning strategy; Employee engagement; Embedding change.
Charlotte has worked with organisations including Royal Mail, Tesco, King, the Open University and Deutsche Telekom, supporting transformation, learning, leadership and organisational capability initiatives.
She has also held senior learning and development roles in the UK and internationally, giving her practical experience of building capability and supporting behavioural and organisational change across different environments and cultures.
Chief Canine Officer
Molly is ChangeLens’ Chief Canine Officer and an important member of the team. A strong advocate for positive working environments, regular breaks and clear rewards, she keeps morale high and reminds us that even serious transformation benefits from a little perspective.
Molly believes that successful change starts with trust, positive relationships and clear rewards. She favours action over lengthy discussion, curiosity over convention and considers enthusiasm an essential leadership quality.
Her approach is simple: listen carefully, stay curious, recognise good behaviour and never underestimate the value of a well-timed treat.
Team morale; Employee wellbeing; Stakeholder engagement; Relationship building; Active listening; Walk-and-talk meetings; Positive reinforcement; Stress reduction; Treat optimisation; Organisational agility.
Molly has extensive experience supporting the ChangeLens leadership team and has developed a reputation for remaining calm in the face of complex transformation challenges – unless the doorbell rings.
As Chief Canine Officer, she provides an important reminder that while successful transformation requires focus, transparency and measurable outcomes, the best organisations also make space for people, relationships and a little fun along the way.
Her contribution to ChangeLens is entirely pro bono, although payment in treats is expected.
