Stephen Murphy
About Stephen Murphy
Stephen Murphy is a Business Improvement Manager at Legal & General in Cardiff, United Kingdom, where he has worked since 2019. He has a background in continuous improvement and customer experience, with previous roles at British Gas and various qualifications in Lean Six Sigma and customer experience management.
Work at Legal & General
Stephen Murphy has been serving as the Business Improvement Manager at Legal & General since 2019. In this role, he focuses on enhancing operational efficiency and customer experience. He supports the development of a 'proof of concept' based on new operating principles, emphasizing key value steps in core processes. Additionally, he plays a significant role in implementing an ideation platform that unlocks the potential of colleague ideas, fostering innovation within the organization. His leadership in transformation initiatives aims to guide business leaders through a normative journey to improve customer experience.
Education and Expertise
Stephen Murphy has a solid educational background in Continuous Improvement. He studied at The Knowledge Academy, where he achieved a Lean Six Sigma Green Belt in 2018. He furthered his expertise at Cardiff University, obtaining a Lean Competency System 2a certification in Design and Implementation in 2019. Additionally, he completed the Forrester CX Pro program in Customer Experience in 2020. His educational pursuits reflect a commitment to enhancing business processes and customer satisfaction through structured methodologies.
Background in British Gas
Before joining Legal & General, Stephen Murphy had an extensive career at British Gas, where he held various positions over a span of 16 years. He served as Continuous Improvement Manager from 2017 to 2019, focusing on process enhancements. Prior to that, he was a Team Manager for 10 years, overseeing team operations. His roles also included Customer Experience Manager and Customer Sales Executive, showcasing his diverse experience in customer relations and operational management. His tenure at British Gas laid a strong foundation for his current role in business improvement.
Leadership and Transformation Initiatives
In his current position, Stephen Murphy designs and leads a leadership program that guides business leaders on a systems thinking journey. This initiative is part of his broader efforts to transform operations at Legal & General, enhancing the overall customer experience. By focusing on leadership development and operational excellence, he aims to create a culture of continuous improvement within the organization. His strategic approach aligns with industry best practices in business transformation.