WHAT I DO
Strategic Implementation Leadership
01
Customer Experiences That Drive Business Value
Turning service design into measurable business outcomes
Customer experience initiatives often get stuck in subjective debates about preferences and aesthetics. I anchor CX work in business metrics: cost to serve, conversion rates, customer lifetime value, operational efficiency.
Using stakeholder research and service design, I help organizations redesign customer-facing operations to deliver both better experiences and better business results, like the $24M in annual savings I delivered for a financial services firm.
02
Strategic Initiative Implementation
From vision to delivery – whether you’re starting fresh or getting stuck projects moving
Complex transformation initiatives need someone who can bridge executive strategy and ground-level execution. I build stakeholder consensus, design pragmatic systems, and drive hands-on delivery, especially in situations where regulatory requirements and organizational complexity make the path forward unclear.
My clients typically see meaningful progress within 90 days and full delivery within 6-12 months.
03
Scaling Through Growing Pains
Building sustainable systems when ad-hoc approaches break down
The 500-2000 employee range is where things get messy. What worked at 200 people fails at 800. Informal processes buckle under volume. Different departments operate in silos with incompatible systems.
I help organizations in this “awkward growth phase” design and implement scalable operational systems, particularly in regulated industries where compliance adds complexity. The result: systems that support growth without drowning your team in bureaucracy.
FIT TEST
Is This You?
You might need strategic implementation help if:
Your strategic initiative has stalled
It’s been “in progress” for 12+ months with lots of meetings but little to show for it.
You've outgrown your systems
Your team is growing but your operational infrastructure isn’t keeping up, and nobody has time to fix it.
You have beautiful decks but no delivery
You’ve worked with consultancies before and have comprehensive recommendations, but they’re gathering dust because execution is the hard part.
You need someone in the trenches, not the conference room
You don’t need more strategy. You need someone who can work with your team to actually get it done.
Experience
Organizations I've Served
Through consulting partnerships, I’ve delivered strategic implementation projects for these organizations and many others.
What People Say
Client Feedback
“
…a multi-talented program leader
It has been my honor and pleasure to be Bill’s People Leader at Slalom. Bill is an exceptional Program Manager who structured and managed the implementation roadmap for the build out of Slalom’s new Global Knowledge Center. In addition to this role, Bill collaborated in the development of search optimizations, design, workflows, and process integrations with equal aplomb.
Bill is well organized, with a proven track record of guiding the delivery of highly complex project outcomes with quality and speed. Bill is an effective communicator, is thoughtfully responsive, and is well-liked and respected by his leaders, stakeholders, and peers. I would recommend Bill to any organization that is looking for a dynamic, multi-talented program leader who can effectively guide the delivery of game-changing programs.
Gloria Burke
Global Director, Knowledge Management
“
…the glue that binds us
It is exceedingly obvious that Bill puts all of his effort and energy into making this team and this project a success. Almost every week that has passed since Bill joined the Global KM Team, I have noticed small (and large) improvements in how we operate as a team, how we deliver, how we communicate and how we think about what we are collectively doing and building.
It is this thoughtfulness and painstaking attention to detail that is a key factor in making our team successful. Bill is the glue that binds us and the jackhammer that propels us forward. Additionally, Bill has been superb as our solution owner and helps put the walls up when there are asks from every direction that, if we let bleed into our current workstream, would most certainly derail our timeline. Thanks for keeping us on task and on target, Bill!
Jonathan Ganan, CPA
“
…always one to go above and beyond
I worked with Bill on a large, transformational initiative with a financial services company. His thoughtful approach to solving complex problems and his passion for sharing knowledge made him invaluable to both clients and teammates. Even more impressive was how Bill managed a large and diverse set of stakeholders from across the organization, ranging from juniors to executives.
Bill was always one to go above and beyond to skill up those around him and I hope to have future opportunities to work with him. Any organization will quickly realize his value as a great designer, and an even better human.
Dan Flesher, UX Strategist
Nuts & Bolts
Working with Me
Where are you based?
My partner Anne and I work full-time from our Airstream (Ellie), traveling the US. This means I’m comfortable with remote collaboration, yet I can be on-site when projects need face-to-face stakeholder alignment. Many implementations work best as a hybrid, on-site for critical moments and remote for execution.
What was your background before consulting?
Before spending 15+ years in strategic implementation and UX, I served for over a decade in the U.S. Navy operating nuclear propulsion plants onboard aircraft carriers. I learned early on the value of human-centered experience design after leaving the navy, applying my new skills to growing our nascent photography business. This served us well, as we quickly grew to the top 10% of boutique U.S. studios by revenue, almost wholly by word of mouth.
How do you typically engage with clients?
Most of my work is 6-12 month strategic implementation engagements. I’m not here to write a report and disappear. I stay until your initiative is delivered. Think of me as a temporary member of your leadership team, focused on getting that one big thing done, right.
What if the project gets complicated?
What other work do you do besides consulting?
Anne and I run Holland Photo Arts, a mobile fine art photography studio. It keeps me creatively engaged and reminds me that all work, even strategic initiatives, fundamentally starts with curiosity and open-mindedness to what’s around us.