The Change and Operational Improvement team has a wide range of expertise across change management, project management, operational improvement, process mapping, data, and communications.

Feel free to get in touch with any of us directly, or for general enquiries, you can get in touch with our team at improvement@imperial.ac.uk

No matter the scale of your project or problem, we're happy to answer questions and provide support to all Imperial staff.

Our teams

Leadership

Leadership is responsible for leading the Change and Operational Improvement team and supporting associated projects/changes.

Louise Lindsay 

Secretary to the Ops Committee and Director of Safeguarding | l.lindsay@imperial.ac.uk 

Louise is the Director of the service and has overall accountability for the objectives and performance of the Change and Operational Improvement team in her role as Secretary to the College's Operations Committee. Louise also line manages the Staff Compliance team (in HR) with lead College responsibility for safeguarding.

Leigh Sims

Deputy Director, Change and Operational Improvement | l.sims@imperial.ac.uk

Leigh is responsible for leading the Change and Operational Improvement team, setting the objectives and ensuring delivery. Leigh works with Operations Committee members and senior leaders across the College community to understand how the Change and Operational Improvement teams resources can be used to best effect.

Change management

Change Management is the application of a structured process and set of tools for leading the people side of change to achieve a desired outcome.

Lee Jenner

Change Manager | lee.jenner@imperial.ac.uk 

Lee provides support and structure for College senior staff to lead change and collaboratively engage with students, staff and partners to enable a smooth transition and maximise the benefits. Lee is currently supporting the introduction of the Occupational Health Management System and the International Mobility Framework.

Contact Lee for advice on:
  • Change strategy and planning
  • Benefits identification and realisation
  • Stakeholder engagement
  • Communications planning
  • Sponsoring change
  • Impact assessment
  • Resistance management
  • Supporting people through change
  • Training analysis

Tara Jewell

Change Manager | t.jewell@imperial.ac.uk 

Tara provides support and structure for College senior staff to lead change and collaboratively engage with students, staff and partners to enable a smooth transition and maximise the benefits. Tara is currently supporting Services Transformation Enterprise Resource Planning (ERP) and Student Lifecycle Administration activities.

Contact Tara for advice on:
  • Change impact assessment
  • Change outcome definition
  • Change strategy and planning
  • Benefits identification
  • Sponsoring change
  • Organisation transition
  • Stakeholder engagement 
  • Communicating key messages
  • Training analysis
  • Coaching

Operational Improvement

Operational Improvement focuses on understanding the operations of the College to make them more efficient.

Angus Brown

Head of Operational Improvement | a.brown@imperial.ac.uk 

Angus leads the Operational Improvement function of the team, providing tools, facilitation and analysis support via the Operational Improvement Coach and Specialists. Angus is currently part of an Academic Services Project team exploring the provision of cross-campus front-facing student services.

Contact Angus for advice on:
  • Lean approaches for service/process improvement
  • Lean coaching and facilitation support
  • Staff and student engagement

Amy Bangs

Operational Improvement Specialist | a.bangs@imperial.ac.uk 

Amy supports projects as directed by the Operations Committee and ad hoc improvement activities across College, by way of facilitation, data analysis and drafting reports.

Contact Amy for advice on:
  • Facilitation and service observation to discover and define improvement opportunities
  • Quantitative and qualitative data analysis, insight and presentation
  • Data visualisation and visual management
  • Process design, mapping, optimisation and analysis
  • Workshop facilitation
  • Training and coaching

Dave Longman

Operational Improvement Specialist | d.longman@imperial.ac.uk 

Dave supports projects as directed by the Operations Committee, often with a particular focus on improving service delivery.

Contact Dave for advice on:
  • Facilitation and service observation to discover and define improvement opportunities
  • Quantitative and qualitative data analysis, insight and presentation
  • Data visualisation and visual management
  • Process design, mapping, optimisation and analysis
  • Switching from offline to online service delivery
  • Defining Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
 

Simon Crisp

Operational Improvement Specialist | s.crisp@imperial.ac.uk 

Simon works to analyse and improve processes. He is currently working on improving HR processes to make them simpler and easier for staff.

Contact Simon for advice on:
  • Facilitation and service observation to discover and define improvement opportunities
  • Quantitative and qualitative data analysis, insight and presentation
  • Data visualisation and visual management
  • Process design, mapping, optimisation and analysis
  • Creating online forms and digital processes
  • Structured problem solving with Lego Serious Play
 

Jackie Stewart

Operational Improvement Coach | jackie.stewart@imperial.ac.uk 

Jackie is the Operational Improvement Coach, delivering lean training and providing individual and group coaching to staff. She also supports College-wide projects as directed by the Operations Committee as well as local projects for faculties and departments, providing facilitation, analysis and coaching.

Contact Jackie for advice on:
  • Operational Improvement training
  • Process mapping
  • Process improvement
  • Facilitating workshops
  • Operational Improvement coaching surgeries: You can come to me with a problem or question relating to your work, request a re-learning session for a tool you learned on one of our trainings, or you're welcome to ask questions about the bespoke training and facilitation we could offer you and your team

Project Management

Project Management is the application of a framework or way of working to achieve specified objectives

Danielle Nichols

Project Manager | d.nichols@imperial.ac.uk 

Danielle provides end-to-end delivery of projects, from inception to completion. Danielle is currently supporting the Student Facing Services Review and Work Location Framework Assessment projects.

Contact Danielle for advice on:
  • Project management
  • Advice on completing documentation in the project management toolkit

Matthew Williams

Programme Support Officer | m.williams@imperial.ac.uk 

Matt is currently supporting the Operations Committee to provide a forum to coordinate the delivery of operational services to support the academic mission of the College.

Data and Communications

Data and Communications focus on how we collect, analyse and share information.

Genevieve Timmins

Communications Manager (Maternity Cover) | g.timmins@imperial.ac.uk 

Genevieve oversees the development and implementation of communication strategies, plans and campaigns across the Change and Operational Improvement team, and works with colleagues to advise on communications, engagement and graphic design. 

Contact Genevieve for advice on:
  • Developing project-related communications plans and strategies
  • Graphic design for project-related print and digital assets
  • Monitoring and measuring engagement in project communications

Amanda Naylor

Communications Manager | a.naylor@imperial.ac.uk 

Amanda oversees the development and implementation of communication strategies, plans and campaigns across the Change and Operational Improvement team, and works with colleagues to advise on communications, engagement and graphic design. Amanda also manages the Wayfinding Project and is working closely with the Communications and Estates Divisions to make substantial improvements to the way that people navigate their way through their campuses. 

Amanda is currently on maternity leave, returning in November 2023.

Sue Flockhart

Business Process Authority | s.flockhart@imperial.ac.uk 

Sue is responsible for the development, curation and governance of the College’s Business Process Architecture. As custodian of the Business Process Management System (BPMS), Sue defines the framework and standards by which business processes are discovered, analysed and mapped within the College. Sue works in partnership with Business Process Owners to define the scope and boundaries of processes, to resolve conflicts and to integrate the processes into the College architecture. 

Contact Sue for advice on:
  • Process mapping
  • Imperial College process architecture
  • Nimbus (College’s business process management system)