Jason Rogers

Jason has more 25 years of experience from consulting and line management roles across sectors and the globe. In his latest role as Director of Transformation for British Airways, he worked closely with the Management Committee and the business to revolutionise the business’s approach to transformation and developed a £7 billion transformation programme.

Prior to that, Jason spent eight years at McKinsey & Company, working on large-scale digitally enabled service operations transformations. During this time, he delivered multiple billions in impact for more than 50 clients and led the transformation offering within Customer Operations globally, whilst also leading the go-to-market strategy for the firm’s Service Operations AI offerings in Europe.

During his career, Jason has held senior line management positions, built up and led teams to deliver multimillion-dollar programs of work and worked as Project Director for major transport and city revitalisation projects. In addition, he worked for five years within a professional services firm in the Project Service Advisory team in Transformations and Post-Merger Integration programmes. He spent five years in an engineering consulting firm and founded and ran three businesses, two in the travel industry, working as COO in each.

Jason leads the expansion of FTI Consulting’s Service Operations capability across Europe, the Middle East and Africa.

Relevant Experience:

• Served as Director of Transformation for British Airways and worked closely with the Management Committee and the business to revolutionise the business’s approach to transformation and developed a £7 billion pound transformation programme
• Set the strategy and led the transformation programme to deliver improved customer experience at a major European shipping company whilst also reducing cost
• Led full potential assessment and initiative design to set the strategy for the customer operations functions of a global travel provider identifying initiatives that would deliver 30% productivity over two years across their 13 global locations through site consolidation, outsourcing, variability reduction and demand management
• Led the diagnostic, design and developed the transformation roadmap for a major UK government service organisation’s Service Excellence Transformation across 75,000 full-time employees
• Deployed AI tools for process capture and voice analytics in a customer operations transformation at a leading European travel company; identified opportunities and designed initiatives to reduce cost to serve by 30% over a £100 million cost base
• Led the digital and operations transformation to deliver enhanced customer service experience and 20% to 30% efficiency at three utility companies in the UK, including assessing full potential, defining bottom-up plans and supporting in execution
• Led the general and administrative expenses (“G&A”) productivity transformation of a private equity-owned portfolio company through a zero-based budgeting (“ZBB”)/productivity-focussed design to deliver more than 30% in savings through task re-allocation, process redesign, automation and outsourcing
• CTO coach for holistic business transformation programme for a £11.5 billion leading distribution and car dealership group across multiple brands moving them to best in class performance, increasing EBITDA from £0 to £50 million, by driving a focused change management and capability building programme