Laura Heeley Archer
Stafford,UK
Summary
Seasoned professional with expertise in Lean Six Sigma as a Master Black Belt, specializing in enterprise change and operational excellence. Proficient in benefits realization governance, portfolio program management, and backlog management. Experienced in digital transformation, automation, and CRM initiatives, with strong financial management skills in forecasting and capacity planning. Skilled in stakeholder influence at executive and board levels, leading teams through coaching and capability building, with a solid background in agile and waterfall methodologies.
Overview
15
15
years of professional experience
1
1
Certification
Work history
Head of Operational Change
HomeServe
Walsall, West Midlands
2021.12 - 2026.04
- Led delivery of multi‑million‑pound portfolio of system, process and people change aligned to UK business strategy.
- Supported and directed 8 change managers in matrix model, meeting regulatory, customer and business commitments.
- Designed and executed process improvement and technology integration plans, including automation and AI, reducing error and improving efficiency by 20%.
- Championed data‑driven decision making, using analytics to inform change strategy and prioritisation.
- Managed large‑scale transformation risk, maintaining business continuity while transitioning to agile ways of working.
- Drove cultural change, embedding continuous learning, inclusivity, diversity, and regular upskilling.
- Partnered with senior leaders to translate strategic direction into actionable frontline policies and delivery plans.
Innovation & Change Manager / Chair – LGBT+ D&I Network
HomeServe
Walsall, West Midlands
2018.11 - 2021.12
- Identified and delivered high‑value technology change, building board‑approved business cases and owning end‑to‑end delivery; acted as Product Owner within Scrum frameworks.
- Delivered complaints platform generating £350k per annum in benefits.
- Introduced SMS chat and digital correspondence, delivering £100k per annum in benefits.
- Led RPA proof of concept, creating £500k+ per annum opportunity pipeline.
- Chaired LGBT+ D&I Network, achieving Top‑100 Stonewall Index placement and leading HomeServe Pride sponsorship.
Senior Governance & Planning Manager
HomeServe
Walsall, West Midlands
2016.11 - 2018.11
- Supported complaint governance strategy, assurance and regulatory compliance, including FCA and Financial Ombudsman engagement.
- Contributed with design and delivery of complaint handling training and audit frameworks.
- Provided MI‑driven insight to enable 10% service improvement benefits and proactive risk mitigation.
Head of Customer Service
HomeServe
Walsall, West Midlands
2015.08 - 2016.11
- Assisted cross-site operational teams in delivering FCA-regulated complaint handling.
Supported management of £4m redress budget to achieve fair customer outcomes.
Contributed to maintaining compliance with industry regulations.
Senior Customer Service Manager
HomeServe
Walsall, West Midlands
2011.08 - 2015.10
- Led large-scale transformation and remediation programmes, including FCA-instructed reviews.
- Key outcomes:
- Delivered £1.9m budget saving £6.08m remediation programme
- Reduced customer dissatisfaction by 16.4% year-on-year
- Led multiple FCA remediation programmes to deadline with high-quality outcomes
Education
GCSEs - English
Willenhall Sports Colleague
West MidlandsA-Levels - English, Media Studies, General Studies
Willenhall Sports Colleague
West MidlandsSkills
- Lean Six Sigma – Master Black Belt (DMAIC, SPC, root cause analysis)
- Enterprise change & operational excellence
- Benefits realisation, governance & controls
- Portfolio, programme & backlog management
- Digital, automation & CRM transformation
- Financial management, forecasting & capacity planning
- Stakeholder influence at Exec / Board level
- People leadership, coaching & capability building
- Agile & Waterfall delivery; Product Ownership
Strengths
- Dyslexic thinker with strong strategic and systems perspective.
- Strong coach and mentor, developing high-performing teams.
- Calm, credible and influential under pressure.
- Authentic, inclusive leader passionate about diversity and equity.
Personal Information
Foster Carer
References
Available on request.
Certification
Six Sigma Master Black belt
Affiliations
- Grassroot Football Coach & Manager
References
References available upon request.
Timeline
Head of Operational Change
HomeServe
2021.12 - 2026.04
Innovation & Change Manager / Chair – LGBT+ D&I Network
HomeServe
2018.11 - 2021.12
Senior Governance & Planning Manager
HomeServe
2016.11 - 2018.11
Head of Customer Service
HomeServe
2015.08 - 2016.11
Senior Customer Service Manager
HomeServe
2011.08 - 2015.10
GCSEs - English
Willenhall Sports Colleague
A-Levels - English, Media Studies, General Studies
Willenhall Sports Colleague