Principal Consultant

Rebecca Taylor (she/her)

Rebecca is an Agile Practitioner with over 10 years experience in change and transformation. Spending the last 6 years in the Housing sector, Rebecca has experience across all areas of operational housing management, including customer experience and complaints, asset management, development, and housing operations. Through this time, Rebecca has built up an excellent understanding of how to ensure services are designed in partnership with customers.


  • Customer-focused service re-design and implementation
  • Digital transformation
  • Strategy development
  • Planning, recruiting and coaching teams to deliver key change initiatives
  • Programme delivery
  • Performance improvement
  • Business analysis

About Rebecca

Rebecca’s most recent experience includes the delivery of a complex multi-function change programme, incorporating the design and delivery of a new digital platform, a full-service re-design of frontline customer and housing service. Alongside this, Rebecca also re-positioned the Business Improvement function, ensuring it was fit for purpose in driving data discovery and performance improvement.

Prior to this, Rebecca delivered the overhaul of the customer experience function, including the introduction of a customer experience strategy, along with the service re-design of the complains and customer satisfaction offer for the organisation.


  • Assistant Director of Transformation & Digital Services
  • Business Improvement Manager
  • Agile Practitioner

Fun Facts

When not working, Rebecca enjoys running around after her two young children and exploring the Kent countryside with her two cockapoos. Outside of family life, Rebecca is a keen cyclist, and an avid theatre goer.

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