Delivering Change and Transformation

Your partner in delivering commercial, technological or cultural change.

At Ember, we don’t just design change or transformation that will improve outcomes for our clients and their customers; we support them to deliver it.

At the core of our offer, we work with clients every day on change projects like:

  • Selecting and starting to work with, or transform, relationships with BPO partners
  • Finding the right technology solution and technology partner
  • Becoming a more digital business
  • Leveraging innovation to lower cost, while improving outcomes for customers
  • Delivering change within operations to be smarter, quicker and more effective
  • Using data and insight to improve the organisation and customer experience
  • Optimising business processes and the operating model
  • Creating or transforming the sales culture and capability.

We support our clients with strong teams, robust approaches, fresh thinking, a deep understanding of the market and, critically, a focus on delivering the change in the optimum time to deliver the right outcomes.

Our Approach

Ember’s change and transformation services help our clients get things done. We can lead change for clients or give them the targeted support to ensure that change and transformation meets its goals and delivers better outcomes quickly.

We offer the following services that clients in all sectors can combine or select individually depending on their need.

Procurement & Partner Optimisation

Business Process Optimisation

Programme Management

Digital Transformation

Operational Execution

Our team of practitioners and our flexible and comprehensive approach delivers better outcomes while creating sustainable capability within their organisation.

Why Ember

  • Everything we do is delivered through the customer lens.
  • Our team are practitioners who have delivered change and transformation in various markets.
  • We know the BPO and customer engagement market intimately and have managed many of the largest deals for clients – giving us a unique insight into what others are doing in the market.
  • Our approach lets clients take a full end-to-end approach or build on work they have done to address specific issues.

Other Delivering Change and Transformation Solutions

Procurement and Optimisation

Find out more

Process Optimisation

Find out more

Programme Management

Find out more


Find out more

Operational Execution

Find out more

Meet The Specialist

Chris Mcilduff

Chief Customer Officer

With 20 years’ senior technology and operational leadership experience, Chris is a vastly experienced consultant and customer operations professional. His background includes technology, customer operations and commercial roles and he has built and led online, contact centre and back office services for organisations including AA Insurance, esure, Hiscox, Santander, Sky and the US Government.
As Managing Director of Ember Services, Chris is still regularly involved in client projects, and focuses on improving client’s capability while delivering clear business outcomes and improved customer experiences.

Contact me