Customer Experience

Whether you’re just starting out in becoming customer-centric, have an existing programme in-flight, or are looking to strengthen your capabilities and solve a specific issue, our Customer Experience (CX) team can support you along the journey.

By using our maturity assessment to establish your organisational capability, we can help define the next steps to improving your customer experience. And through our CX Academy we’ll develop your people’s knowledge to lead or manage your customer experience.

Operational Excellence

Improving the operations within an organisation is an ongoing challenge, contending with constantly changing customer needs, regulatory demands and strategic and financial aspirations.

Whether at a divisional or companywide level, we’ll listen, debate and develop solutions collaboratively with you to achieve operational excellence that supports great customer outcomes.

Change Delivery

When you need to deliver change, we can support you – whether in the concept, design, mobilisation or implementation phase.

We’re focused on outcomes over process and will always choose the right blend of change methodologies, from defining the business case, to the management of large-scale programmes.

Management Consulting

When you’ve got a problem that needs solving it makes sense to seek the advice of an external team – one that’s experienced in designing and delivering similar solutions in your industry and sector.

At PEN, we’ve got the capability and understanding to help accelerate your project, find the solution quickly and avoid typical pitfalls.

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.

Our consultants are experienced in the specialisms and sectors in which we operate. Our team of Partners are among the best in the industry – hands-on practitioners who love what they do and are committed to delivering the outcome clients need.


Unlike other consultancies, we understand that a consulting solution isn’t always required.

That’s why we refuse to ‘sell’ a consulting project solution where it’s unjustifiable.

Instead, 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 can provide resources for specific needs – from subject matter experts to business analysts and project or programme managers.

We are also able to source the right people to provide support for senior management and executive line roles where an interim solution is required.