Justin Meadows
Witney,Oxon
Summary
Accomplished project manager with a strong track record in leading multidisciplinary teams and navigating complex governance structures. Practitioner-level qualifications in Agile and PRINCE II, along with a Six Sigma green belt. Established a project incubator to expedite the identification and deployment of strategically important projects.
Worked in the debt advice sector for many years, engaging with both national and local charities. Launched multiple projects delivering technological enhancements including electronic credit reports, open banking, APIs and channel shift technologies.
My projects have delivered debt advice services to hundreds of thousands of customers using innovative, smart and effective project management. Delivered projects to specific customer groups including prisoners, those living in rural areas and people with disability.
Overview
29
29
years of professional experience
4050
4050
years of post-secondary education
Work history
Senior Service Delivery Manager
Citizens Advice
London
01.2022 - 08.2025
- Responsible for MaPS funded debt contracts in England worth £13m per annum.
- Led a contract to success by delivering digital tools that enabled 150 additional customers to be helped every single working day.
- Reduced telephone abandonment rates from 80% to below 50%.
- Using large datasets to identify, evidence and influence future debt advice delivery models.
- Setup and Chair Project Incubator to speed up delivery of debt projects by improving collaboration between teams.
- Ensuring and evidencing compliance with MaPS Standards
- For quarterly MaPS reporting, horizon scanning to establish future debt advice trends.
- Integrated local service with national services to provide faster and better outcomes for customers.
- Developed referral processes that are GDPR and Cyber Essentials+ compliant.
- Meeting all agreed KPIs and cascading objectives to delivery partners.
Service Delivery Manager - Debt Relief Order (DRO) Unit
Citizens Advice
London
01.2019 - 01.2022
- £1.4m per annum MaPS funded project.
- Managing and being accountable for budgets, project risks and handling of problems.
- Ensuring project achieves agreed funder KPIs, plus setting additional performance indicators to drive change within project.
- Developed, introduced, ran and deployed project that achieved £130 cost saving for each DRO submitted; saw customer waiting times fall from 4.5 months to 30 days and saw MaPS Standards quality scores improve from 66% to over 85%.
- Co-author to successful recommissioning exercise in 2022.
- Led cross-functional teams, improving interdepartmental coordination.
Financial Inclusion Fund Manager
Citizens Advice
London
05.2007 - 01.2019
- Highlighted by National Audit Office as example of good practice in their report 'Helping Over-indebted Consumers'. Stating 'these projects cost over £40 less per client and also helped 15% more clients than budgeted'.
- Mobilising completely new funding stream and project.
- Working with Government to identify goals and set KPIs.
- Setting up multiple pilots to understand optimum delivery methods..
- Developed and ran pilot project to test delivery of telephone-based debt advice services.
- Developed client services that were suitable for delivery by volunteers.
Finance, Performance and Project Manager
Cambridgeshire County Council
Cambridge
01.2003 - 05.2007
- Older People Social Services department was overspending by £6 million per year, brief was to bring services back into budget.
- Renegotiated service contracts with residential and domiciliary care providers and working with local mental health charities to bid for council grants.
- Writing service level agreements with external organisations, reporting to new set of KPIs.
- Achieved savings by linking management decisions with expenditure and making service managers accountable for their budgets.
- Improved council's position on key Government league tables.
Staff Accountant
Caterpillar Inc.
Peterborough
01.1997 - 01.2003
- Established successful innovative new Value Chain reporting processes to multiple sites across Europe resulting in 5% cost savings.
Education
PRINCE2 project management (practitioner level) - undefined
Agile project management (practitioner level) -
Bachelor of Arts (Honours) - Accounting and Finance
University of Greenwich
London 10.1994 - 06.1997
Six Sigma project management (green belt) -
Skills
- Extensive knowledge of debt advice sector at operational and strategic levels
- Transformed customers digital experience by introducing a chatbot to reduce out of scope and digital queue
- Identifying transformative technology projects to improve process efficiency
- Adept at using data to evidence solutions and customer outcomes
- Managing project delivery to align with organisational strategic goals
- Facilitating workshops with stakeholders bringing insight to the digital transformation process
- Maintaining relationships with volunteers, Debt Advisers, CEOs and Civil Servants to develop innovation into deployable services and to collaborate on a common goal
- Creating pathways for customers to move between digital/phone and face-to-face advice services
- Personal interest in digital debt advice landscape and how it can benefit vulnerable people in society
- Dynamic and innovative approach to problem solving
Interests
- Amateur astronomer
- Technology, particularly how end users engage with it
- Striving to make household greener by installing solar panels and reducing waste.
Timeline
Senior Service Delivery Manager
Citizens Advice
01.2022 - 08.2025
Service Delivery Manager - Debt Relief Order (DRO) Unit
Citizens Advice
01.2019 - 01.2022
Financial Inclusion Fund Manager
Citizens Advice
05.2007 - 01.2019
Finance, Performance and Project Manager
Cambridgeshire County Council
01.2003 - 05.2007
Staff Accountant
Caterpillar Inc.
01.1997 - 01.2003
Bachelor of Arts (Honours) - Accounting and Finance
University of Greenwich
10.1994 - 06.1997
PRINCE2 project management (practitioner level) - undefined
Agile project management (practitioner level) -
Six Sigma project management (green belt) -
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