Lisette Cook

Lisette is a highly skilled Business Process Analyst with over 20 years experience in the TMT sector. She has a wealth of experience and knowledge gained from working in complex, demanding and evolving organisations. She specialises in designing and implementing high level operational business processes initiated through strategic change or to facilitate business improvement. Lisette is also an experienced Executive Coach and has worked with senior individuals in a number of organisations to improve their performance and deliver bottom line benefits to the business.

Lisette's early career was at Barclays Bank. She then moved to British Telecommunications (BT) where she spent five successful years before moving into consultancy.

Her most recent roles were:

BT Retail - BT Business , Business Solution Designer
University of Oxford - Finance Department, Process Specialist
BT Global Services - Business Improvement Manager.

Some achievements in Lisette's career include:

Designing the end to end high level process for BT Business propositions to be launched to the business market. The solution was brought together through leading a team of individuals representing the Sales Channels, Operational Teams, BT Design (System Development) and, the Virtual Team to produce a design which was fit for purpose, delivered against the proposition specification and most importantly, ensured that the Customer Experience was second to none.
Creating a library of key finance processes for Oxford University to provide guidance to the various departments on the day to day finance practices to ensure standardization and, improve effectiveness across the University.
Designing and implementing a standard Deliver Service Process across Global Customer Services which formed part of the Information Technology Information Library (ITIL) within Global Services
Chairing a Business Change forum at BT Global Services to drive through requests for change (RFC) to systems and processes.
Designing a new contract specification for the suppliers responsible for collecting, counting and banking cash from BT's 85,000 payphones which saved £3 million in contract costs and resulted in a 15% improvement in the level of service.