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Meet the Customer Service team

Scott Wheatley   Scott Wheatley 
Partner, Customer Service Effectiveness lead
Financial Services

Scott leads our Customer Service Transformation and Multichannel programmes in the UK, with over 20 years' experience in Insurance/Retail Financial Services.
     
Paul   Paul Thompson
Partner
Technology, Media & Telecommunications
Paul is a Partner within the Customer Management team and the lead for the TMT industry. He has supported organisations in transforming their customer experience for over 17 years.
     
Lorraine   Lorraine Barnes
Partner
Financial Services

Lorraine is a Partner within the Customer Management team, with a wealth of expertise in customer experience and operational transformation within financial services organisations.
     
Richard   Richard Small
Partner, UK Multi-Channel Lead
Public Sector
Richard is a Partner within the Customer Management team, with over 20 years' experience of Public Sector contact centre transformation.
     
Duncan   Duncan Barnes
Director
Technology, Media and Telecommunications

Duncan is a Director within Deloitte’s Customer Management team, with over 13 years' experience of designing and delivering improvements to clients' customer service operations, across Europe and globally, particularly within the Telco, Media & Technology and Utilities sectors.
     
Jim Allen   Jim Allen
Director
Financial Services
Jim is a Director within Deloitte’s Customer Management team, focused on the Financial Services industry. Jim has over 12 years experience of leading and delivering large scale transformation programmes in customer-facing operations and claims functions, with a particular focus on operational improvement, efficiency and delivering a more effective customer experience.

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