We're a specialist, independent management consultancy
focusing on Customer Experience ,
Operational Excellence and
Change Delivery

We're dedicated to helping our clients create real, positive change

Our specialisms

Customer Experience

Customer Experience

We help deliver customer-focused change, whatever the sector

Operational Excellence

Operational Excellence

We resolve operational and technology issues to achieve operational excellence

Change Delivery

Change Delivery

We help plan, mobilise and deliver change, whatever the size of project

Our services

Management consultancy

Management consultancy

With a core team of over 35 consultants and a network of 250+ independent Associates, we’re able to access and deploy the right skillset, whatever your project



We offer our contractor resourcing proposition, which comes at a lower price point and involves our vast tried-and-tested network of independent Associates

We’re problem-solvers driven by the desire to help all our clients create real, positive change.

Meet the team

We are proud to work with a number of clients across a range of sectors

Retail Banking

Insurance and Pensions

Wealth Management



Investment Management

Capital Markets

Platforms and Service Providers

Retail and Consumer Goods

PEN’s support has been practical, relevant and experienced, and this has again shone through for us. PEN’s team were very adept at letting us as a client express our views and have our debate, but have proved to be very able at timely interventions.

David King, Chief Financial Officer, UK & Europe, Prudential

We engaged PEN to assess our customer experience status. Their approach integrated key functions in a sensitive way and led to a deep and helpful insight. The recommendations are well structured and help us to develop our CX strategy in the future. We are looking forward to PEN supporting us in this project.

Philipp Maerz, COO, Allergopharma (A Division Of Merck)

PEN reviewed our operating model and delivered us a pragmatic answer that we have subsequently set about implementing with their help. They have lots of real-life, practical experience which they put to good use, they worked with us in a really collaborative way and also at a fast pace which made sure we got to the answer quickly. They were excellent at managing stakeholders and delivered excellent value. I would certainly recommend using them.

Simon Healy, Managing Director - Savings, Aldermore

We engaged PEN to provide an external view of our strategic plans. I found them to have an engaging style and the team managed both their stakeholders and the scope of the engagement very well. PEN brought a wealth of experience which they willingly shared with the Skipton team.

Bobby Ndawula, Chief Financial Officer, Skipton Building Society

We’re delighted with their work - it’s been an invaluable component of our success so far. They understood our business and objectives to deliver exactly what we needed to a very high standard. I highly recommend them to anyone who needs help with customer experience.

Oke Eleazu, COO, Bought By Many

We engaged the guys at PEN to help us support our UK consumer growth strategy. They quickly got to the bottom of the things that we needed to focus on and established a programme to improve our operations whilst at the same time creating a stronger focus on our customers. Their way of working is highly collaborative and they very quickly fitted-in to become a part of the team at a time of significant change. These guys are doers, they roll their sleeves up and get stuck into the real issues.

Richard Norris, Director, Consumer, BUPA UK

We engaged PEN when we had to take a major strategic decision on the future structure of a key proposition. The team from PEN brought expertise and rigour to a process and worked flexibly and quickly with us to assess the options before us. Their content knowledge was invaluable and their collaborative style made them a pleasure to work with. Of most importance, their output was to the point and impressive. It was a great piece of work and I am looking for opportunities to engage in the future.

Mark Johnson, Proposition Director - Platforms & Investments, Just

PEN worked with Aldermore Bank to review their mortgage systems strategy and approach. Their approach was pragmatic and delivered significant value. In particular, they ensured that the consultant on the assignment had significant (10 years plus) detailed subject matter expertise and took a flexible approach during the assignment based on the findings to ensure the delivery was focused on our needs.

Mark Jacot, Head of IT - Mortgage and Savings, Aldermore

As with all 3rd party support, I’m always looking for something different. Client focus, intellectual capital and hard work are mere entry points. So what makes PEN different? I have observed a couple of key differentiators; first, the Team have real business experience and will pivot dependent on the situation (it’s not just theory and a linear approach) and secondly, the Team are genuinely good listeners and observers so you know your individual circumstances are being taken into account. Good guys, good investment.

Jeremy Masding, Group CEO, Permanent TSB

I’ve worked with PEN for years, and known them for over a decade. Although I’m an Associate, I feel very much part of the PEN family - this is how they make you feel.

Dil Patel, PEN Associate

Best piece of work we have had delivered externally and you have way exceeded our expectations, the FCA will be blown away by this.

Board Member, Head of Risk and Compliance at a global asset management firm

Our first experience of working with PEN has been a highly successful one. They understood the brief, brought clarity and expertise to the problem we were trying to solve for and have pushed us to deliver against the expectations we set for ourselves. The team fit with ICAP was excellent and enabled PEN to get the best from our people.

Samantha Wren, COO/CFO, Global Broking ICAP

We asked the PEN team to help improve our operational efficiency. They used their industry knowledge and experience to good effect, helping us to create a better model for our business. I particularly like their working style and approach; when they say they will do something, I consider it done. They focus on getting us outcomes and working with us to achieve them. We were delighted with the results of the project which we implemented in full.

Shane O’Sullivan, Director of Group Operations, Permanent TSB

PEN worked on a major organisational design and restructure programme. It was probably one of the most strategically important projects we have embarked on in over a decade and it was critical that we got it right. The experience, commitment and quality of their input and support is self evident. The complex programme was delivered on-time, on budget and with no disruption to our BAU operations. We couldn't have done it without PEN and I would strongly recommend them to anyone seeking to address complex operational challenges.

Nicola Frampton, UK Retail Director, William Hill