# PETER WILLIAMS - Strategic Leader in Digital Services & Transformation
Source: https://hello.cv/peterwilliams
Surbiton

## About
A highly versatile and pragmatic digital strategist with over 20 years of experience, Peter Williams excels in delivering customer-centric technology solutions across global, matrixed organizations. He is renowned for leading complex digital product strategies, embedding agile methodologies, and modernizing service ecosystems to drive measurable improvements in customer experience, operational efficiency, and stakeholder value. Adept at translating business goals into data-informed innovation, he builds and scales high-performing multidisciplinary teams and fosters continuous improvement.

## Work
### Principal, Digital Product & Service Transformation | Infosys Consulting
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Directed customer-facing product and service transformation programmes across Europe and APAC, guiding enterprise organisations through service design evolution and digital delivery maturity.
- Developed and executed comprehensive product strategies and roadmaps for customer engagement platforms across 15+ EMEA markets, significantly enhancing service precision and lifecycle performance.
- Spearheaded the integration of agile frameworks and continuous iteration cycles, leveraging deep customer insights to achieve a ~20% reduction in delivery cadence.
- Orchestrated multidisciplinary teams, including architects, service designers, and product owners, to deliver scalable digital solutions consistently aligned with strategic outcomes.
- Co-developed and implemented robust KPI frameworks and benefit tracking models across diverse client portfolios, ensuring measurable performance and fostering executive transparency.
- Collaborated extensively with cross-functional stakeholders to modernize service architecture and elevate the digital experience across multiple complex business units.
### Head of CRM & Digital Marketing | Unilever
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Led product and engagement strategy for customer-facing platforms across regional markets, focusing on digital personalisation, loyalty uplift, and operational integration.
- Successfully launched an integrated B2B/B2C digital platform across multiple territories, significantly improving customer segmentation and ensuring consistent experience.
- Instituted agile and design-thinking methodologies across technical and commercial teams, accelerating product iteration cycles and improving overall service responsiveness.
- Directed strategic global vendor collaborations, ensuring seamless alignment of delivery with experience expectations and critical value timelines.
- Developed and scaled internal capabilities in product management and UX strategy, empowering teams to sustainably expand digital operations.
### Technology Operations & Project Manager | Pfizer
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Managed CRM and analytics delivery across regulated EMEA and North American markets, enabling compliant customer support and operational intelligence.
- Spearheaded the successful cross-country deployment of advanced customer intelligence platforms with embedded analytics dashboards, enhancing data-driven decision-making.
- Managed concurrent multi-stream product deliveries, consistently ensuring data integrity and system stability across complex internal and external environments.
- Collaborated with legal and compliance teams to support robust risk mitigation strategies and ensure regulatory alignment, securing high service reliability.
### Systems Quality & Standards Senior Manager | Guoman & Thistle Hotels
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Modernised customer-facing digital systems and booking tools across 37 hospitality properties, improving team coordination and guest experience outcomes.
- Developed and implemented scalable Standard Operating Procedures (SOPs) and CRM standards, significantly enhancing customer journey visibility and operational consistency across 37 properties.
- Orchestrated collaboration with vendor teams to optimize service performance and ensure seamless functionality post-deployment.
- Modernized customer-facing digital systems and booking tools across 37 hospitality properties, directly improving team coordination and guest experience outcomes.
### Various Roles in Customer Experience & Technology Operations | Various Organisations (Hilton, Exclusive Hotels, Hotel Brokers International, PAR Systems)
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Held operational and digital roles in hospitality and technology organisations, contributing to improved guest experience and staff enablement.
- Implemented CRM and digital onboarding tools, directly contributing to improved guest experience and enhanced staff enablement.
- Facilitated comprehensive training programs and managed platform upgrades, ensuring service continuity and system alignment across diverse teams.
- Supported daily operational and digital functions across various hospitality and technology organizations, building foundational experience in customer-centric service delivery.

## Education
### Ewell Castle School | General Studies
https://

## Certificates
### Certified Scrum Master
Scrum.org | 2019-01-01 | https://

## Skills
### Digital Transformation
- Digital Product & Service Ownership
- Service Ecosystem Modernisation
- Transformation Planning & Benefit Realisation
- Strategic Roadmapping & Portfolio Management
- Agile Methodologies
- SAFe
- Hybrid Delivery Leadership
- Digital Personalisation
### Product & User Experience
- User-Centred Design
- Journey Optimisation
- Product Strategy
- UX Strategy
- Product Management
- Customer Engagement Platforms
- CRM
- Design Thinking
### Leadership & Management
- Multidisciplinary Team Development
- Stakeholder Engagement
- Governance
- KPI Design & Impact Measurement
- Data-Informed Decision Making
- Cross-functional Collaboration
- Vendor Management
- Team Leadership
- Coaching Frameworks
- Mentorship
- Executive Thought Leadership
- Programme Management
### Technical & Operations
- Analytics
- Customer Intelligence Platforms
- Data Integrity
- System Stability
- Regulatory Alignment
- Risk Mitigation
- SOP Development
- Platform Upgrades
- Service Continuity

## Source
Read this profile on Hello.cv: https://hello.cv/peterwilliams
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