Our People

Andrew Hoyal

Senior Consultant

Andrew helps organisations understand and connect with their customers in a more meaningful and profitable way.

Andrew focuses on customer-led transformations. He has experience in change programmes focusing on customer experience, and has worked with a number of clients across local authorities and the public sector. Most recently, he supported the delivery of a £9m transformation programme to create a simpler, more effective IT function and deliver the Target Operating Model. Andrew led the Applications function’s transformation, where he managed five workstreams and the client leads of each team to deliver the change programme, and reported to the Transformation Director and CIO. He also designed a benefits management framework with cross-functional senior stakeholders to measure the transformation’s progress. Andrew has experience in customer journey optimisation, strategic implementation and process improvement work. He has been a product owner or designer for multiple digital platforms in local government, retail, and financial services. His responsibilities in these roles included customer journey mapping, and extensive project and stakeholder management to help deliver multimillion-pound transformation programmes.