My name is Ross Hall.
I've spent 25 years building new markets, channels and businesses.
How can I help you?

What I do

I design and implement cost effective customer experiences, business architectures and operating models for new businesses, channels, products and markets. Although my talents are unique, I am usually described as being somewhere between a CX Designer, Business Architect and Project Manager.

Business Architecture.

My experience working with a variety of agile project and process design methods will ensure you have the right business design to support your strategy.

Customer Experience.

I've designed B2B and B2C customer experiences that have stretched across mobile, online, telephony and face-to-face channels throughout Europe.

Operating Model.

Having managed target operating model implementations across Europe, I've a wealth of experience to turn your business ideas and plans into reality.


An iterative approach to design means I can drive out what needs to be done to be successful in a clear, comprehensive way.


My robust approach to analysis allows me to drill down from from high level strategic plans into process and procedure detail quickly and thoroughly.


I've managed teams and products based in the UK and overseas, giving me a strong skill set to ensure successful delivery of projects.
A good team player, comfortable to challenge and think laterally to resolve business problems, he always puts the customer first. I'd definitely hire him again.

Tim Evans
Head of Change Management at Bibby Financial Services
I had the luck to hire Ross to work alongside me in one of the most challenging projects across the company, and since day one, his eye for detail, his hands-on approach made a huge difference.

Laureano Marques
ICLP / Collinson Group
You can find more recommendations for my work on my LinkedIn profile.

Case Studies

A small selection of case studies from the past decade of my career.
Using a creative approach to building a prototype that could be tested in the field.
Reinventing the Customer Experience to turn a loss into a profit.
Securing a multi-million pound investment to transform a business.
Building a financial and operating model to improve profitability and cashflow.
Increasing income per customer through the intelligent use of data.
Creating a best in class contact centre through a holistic approach to improvement.
You can read more case studies, insights and commentary on my blog

My story

My entire 25 year career has been about dramatically improving the way companies do business. I've helped new firms set themselves up, existing firms take on new channels and spun out business units that have tackled new products and markets.

Creating the Consultant

I entered the world of consulting after successfully reengineering a couple of companies I worked for. After working at Computacenter, I found myself at IBM advising clients on "the Internet" and then developing IBM Global Service's Knowledge Management Offering. My own practice followed and I developed a reputation as a thought leader in the UK Insurance Broking market.

The Insurance Years

After being recruited by Aon as an interim Compliance Officer, I was drawn to one of the protection insurance market's niche players. Facing intense regulatory pressure, I transformed the compliance operations for both the insurance company and its associated contact centre business. Genworth then attracted me, securing my services on an interim basis to build a multi-channel operation supporting sales across Europe.

The Present
A Return to Consulting

With my work at Genworth at an end I once more launched myself into the consultancy world. Since 2011 I have worked in a number of contract, interim and consultancy roles, creating multi-channel customer experiences, devising target operating models and working to secure multi-million pound investments. My clients have come from sectors as diverse as Financial Services, Loyalty Marketing and Healthcare, and have included startups, private equity backed businesses and publicly listed companies.
Contact Me
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How Can I Help You?

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145-157 St John Street
United Kingdom

+44 20 3287 0071
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