We're a specialist, independent management consultancy

We help deliver customer-focused change, whatever the sector. With a deep understanding of customer and employee experience, we’ll enable you to improve brand perception and develop advocacy, loyalty, and sustainable growth.

More Details

Operational excellence

Whatever the challenge; whether it’s responding to a change in strategy, understanding the impacts of regulation or trying to better manage risk, our pragmatic approach resolves operational and technology issues and can help you achieve operational excellence.

More Details

Change delivery

We help plan, mobilise and deliver change. Working on everything from small project quality assessments to large-scale complex transformation programmes and post-merger integration. We’re adept at a range of change methodologies, and never lose sight of your goals and objectives.

More Details

We provide services in

Consulting

We’re able to access and deploy the right skillset, whatever your project. Our consultants are hands-on practitioners, experienced in the specialisms and sectors in which we operate and we love what we do. We’re committed to delivering the outcome you need.

Our specialisms

Resourcing

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.

More details

We are dedicated to helping our clients create real, positive change

“This is the first time I’ve worked with PEN and I’m pleased with the outcome. We asked PEN to deliver a complex piece of work with demanding timescales. The team from PEN absolutely delivered.”

Peter Hetherington, CEO, Schroders Personal Wealth

“Over the course of 12 months, PEN have transformed the way we do marketing and created a much more agile organisation that can better manage our evolving portfolio and changes in the environment, which we have seen the importance of with the outbreak of the COVID-19 pandemic.”

Head of Strategy & Transformation, Top5 Pharma

“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

“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

“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

“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

“Our first experience of working with PEN has been a highly successful one. They understood the brief, and brought clarity and expertise to the problem. The team fit with ICAP was excellent and enabled PEN to get the best from our people.”

Samantha Wren, COO/CFO, Global Broking ICAP

“PEN’s work has been pivotal in supporting the development of our business strategy using a customer lens”

Customer Experience Director, AkzoNobel

News and insights

Our free CX Measurement eBook

To help you succeed in delivering a great customer experience and start achieving results like these, we’ve created this eBook which walks you through our CX measurement framework.