The StepChangeteam

We are able to harness and focus the critical business levers that will drive the maximum return for owners, shareholders and investors.


Lucy Haines


Why StepChangeteam?
StepChangeteam is exciting as it offers a solution for businesses that is not offered by the standard consultancies currently in the marketplace. The StepChangeteam is run and operated by people who have a huge breadth of experience in the industry and who can therefore offer and implement tailored solutions to issues facing each and every business.

My time in business
I started my career as a Leisure Analyst in the City and got a great understanding of the strategies of both successful and unsuccessful businesses. Following this, I spent the next 10 years of my career working firstly as a Commercial Finance Director and then as a Managing Director for various large travel businesses based both in the UK and Europe. After successfully driving transformation, change and growth into all of these businesses, I focussed on the same role within independently owned businesses. I have now set up my own consultancy that focuses on delivering the same strategic, operational and commercial support specialising in the travel and hospitality industry.

        All businesses face their own individual problems and issues and this is why StepChangeteam is so successful as we are able to identify the exact issues facing each individual business and to offer viable solutions to these.

Sally Richards


Why StepChangeteam?
I believe there is a real gap in the market for ‘hands-on’ experienced executives that can apply their experience to help other businesses. StepChangeteam really enables companies to ‘plug-in’ to a great resource that will help them to improve business performance.

My time in business
I have been fortunate enough to have lived in the UK and USA working for global travel companies. With a background in sales, marketing, technology and commercial roles covering travel agency, airline, tour operating, RepCo, Pegasus and content solutions, I am able to very quickly get to the heart of issues, particularly as they related to end to end solutions. Having started RaspberrySky in 2006 I have been fortunate to work with many great hotel brands, OTA, Tour Operator and hostel companies. Project based work enables me to work with a cross section of businesses to help them achieve their goals.

        Companies over complicating their business, forgetting about the customer and using ‘band-aid’ fixes to issues, rather than getting to the root cause. At the end of the day we are in the ‘heads in beds’ business and we need to be easy to do business with!

Stuart Jackson


Why the StepChangeteam?
The StepChangeteam provides an integrated approach to supporting business opportunities and challenges, delivered through real management experience and expertise. Having worked for multi-national organisation and also as business owners we understand the pressures of delivering the medium term strategic aims and objectives whilst running the daily operation within the resource available. Our team delivers results by really understanding your business requirement and through demonstrable solutions.

My time in business?
I started my career in travel back in the eighties, the start of real change within the leisure sector which accelerated throughout the following decades. Having operated at board level since the early nineties, across a range of roles including commercial, product, aviation, sales and marketing and overall accountability as Managing Director, I consistently delivered the operational and commercial objectives. I honed my knowledge within the Monarch Group, which operates three intra-related businesses of an airline, tour operator and aircraft engineering. Having led the tour operations, I moved to the Group Executive board and operated a strategic and commercial role, driving through a unified group agenda. Recently I set up my own consultancy business which has focused on supporting the commercial due diligence process of small to medium size M&A’s.

      Each sector, each business therein, faces challenges beyond the normal market conditions. Certain ‘challenges’ creep up on a business, some are unforeseen, though generally they are known and looming problems that, if tackled with strong leadership, with knowledge, with relevant and experienced resource, with a positive and can-do attitude, the challenges are solvable and can become opportunities.

Rachel O’Connor


Why the StepChangeteam?
An objective review of business performance by an independent third party is a healthy thing to do from time to time. Very often the result is a report that spells out what’s wrong in a business, but doesn’t identify why it’s wrong, or how and who will fix it. This usually leaves the business all the wiser but none the richer. This void is where the StepChangeteam offers access to highly credible and experienced advice, of successful business people, who can access a trusted network of experts who bring the energy, drive and commitment to work in your business and drive the necessary changes.

My time in business?
I have always worked in marketing, PR and communications and spent time both in agency and in-house working for some of the best businesses and brands there are around. These include Kellogg’s, Vauxhall Motors, NatWest Bank, Buckingham Palace, British Council and Hunter Wellingtons, through to Universal Orlando Resort, British Airways and Royal Caribbean Cruise Line. I was board level director for International PR firm, Hill & Knowlton, for three years and went on to found a stand-alone agency within the WPP group in 1999, called PiranhaKid Communications, immediately prior to establishing Siren Communications in 2001. I continue to work as CEO for Siren on a part time basis alongside two other businesses, Force4Good Consultancy and My Travel Press Office.

      I think businesses often ‘create their own weather’ and waste disproportionate amounts of time managing internal politics instead of focusing on their purpose, which is to make money by delivering outstanding product, service, sales and customer engagement.