Individual Members


Graham Lay, Independent Consultant


Graham Lay is the founder of White Horse Consulting, an independent consultancy specialising in customer service and operations design, build and transformation.

Graham himself is a proven and highly energetic, proactive, enthusiastic and influencing customer service director and lead consultant (service line and programmes) whose expertise lies in customer services / contact centres / operations and delivering complex and challenging programmes. Above all, he is a leader of change and a proactive senior problem solver, possessing the relevant subject matter expertise (customer service and significant operations) and commercial vision allied to a quick and creative brain Graham is stimulated by difficulties, challenges the status quo, and relishes both strategic thinking and pragmatic delivery challenges.

He has over 25 years operational experience including 10 years plus blue chip consulting experience leading customer service delivery programmes:
  • White Horse Consulting Limited  2007 to date
  • British Gas (Centrica) 2004 to 2006 (Regional Operational Manager / Head of Planning, Change and MI)
  • Ernst and Young / Cap Gemini 1998 to 2004 (Executive Consultant)
  • Diners Club (Citibank) 1996 to 1997 (Director of Customer Services, Europe)
  • Portman Building Society 1990 to 1996 (Head of Commercial Lending / Head of Commercial Recoveries / Head of Residential Arrears / Head of Customer Service)
  • TSB Lombard Street 1986 to 1990 (Recoveries Manager)
  • Associate of Chartered Institute of Bankers (ACIB) 1986
  • Lloyds Bank 1979 to 1986 (Fast Track Programme - Branch Network).

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Case studies

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