Following a successful executive career at Barclays Els has specialised in providing consultancy to major B2C firms in the UK and globally helping them to enhance the quality of support they provide to customers with more complex needs. Els is an experienced leader and strategic expert in customer service and effecting cultural change, with a proven track record of innovative thinking and collaboration to deliver change with real commercial and customer impact. Els has successfully led large scale transformation programmes, developing and operationalising new business strategies, enhancing processes, training and knowledge tools to respond to regulatory / customer issues, developing and utilising data analytics and insights to effect change. Els is Chair of the Bond Board, a charity tackling long term homelessness and she previously served as Non-Executive Director of H&T Group Plc and Cornerstone Mutual Services, the Credit Union Services company that delivered the government-funded Credit Union Expansion Project.