Cut Client Onboarding from 3 Weeks to 5 Days
Mapped every handoff in onboarding and redesigned ownership across intake, legal and billing.
- Faster Onboarding
- 76%
- Capacity
- 2x
- NPS Points
- +31
Sample consultant Taking 2 engagements this quarter
Sam Rivera
Growth & Operations Consultant
I help service businesses find the bottlenecks in their customer journey and build a practical plan their team can own — from first enquiry to repeat business.
- Growth Strategy
- Operations Design
- Customer Journey
- Process Improvement
- Change Management
- Workshop Facilitation
Trusted by service businesses
- harbour
- fieldwork
- kinto
- marlow
- brightside
- oakline
Areas of Expertise
Practical strategy work that connects customer experience with day-to-day operations.
- Growth StrategyWhere to focus next
- Customer JourneyEnquiry to renewal
- Operating ModelsRoles & handoffs
- Process DesignLess rework
- Change ManagementAdoption that lasts
- FacilitationAligned decisions
From scattered effort to a plan your team owns.
I diagnose what is really slowing growth, prioritize the fixes with your team and stay alongside while the changes land.
View Full ProfileHow an engagement works
A structured, transparent process — you always know what happens next.
- 1
Diagnose
Map the customer journey, interview the team and review the data.
- 2
Prioritize
Rank fixes by customer impact, effort and clear ownership.
- 3
Implement
Redesign processes alongside your team, not for them.
- 4
Embed
Monthly reviews until the new way of working sticks.
About My Practice
I work with service businesses whose customer journey has become harder to manage as they grow. Together we find the bottlenecks, agree what matters most and build a plan the team can actually run.
Before consulting I led operations teams in logistics and professional services. That experience keeps my recommendations grounded: every change is prioritized by effort, customer impact and who will own it.
The best strategy is the one your team can run on a Monday morning.
— Sam Rivera
Profile Match
94% match: Excellent Match
Highly relevant for operations, customer experience and growth strategy engagements.
- Proven multi-industry results
- Structured, transparent method
- Strong client retention
- Available within 2 weeks
Client Case Studies
Diagnosed problems. Agreed priorities. Measurable change.
Rebuilt the Sales-to-Delivery Journey
Aligned sales promises with delivery capacity for a growing facilities company.
- Win Rate
- 40%
- Escalations
- -35%
- New Revenue
- £1.4M
Three-Year Growth Plan for a Clinic Network
Prioritized locations, services and staffing into a phased plan the leadership team adopted.
- New Clinics
- 6
- Margin Lift
- 22%
- Payback
- 18mo
Engagements
Fixed-scope diagnostics and hands-on implementation support.
Consulting Experience
- 2019 – PresentRARivera Advisory (Independent)Principal Consultant
Customer journey and operations engagements for 85+ service businesses across the UK and Europe.
- 2015 – 2019NNorthgate PartnersSenior Manager, Operations
Led operating model redesigns for professional services clients and built the firm’s diagnostic method.
- 2012 – 2015SSwiftline LogisticsHead of Customer Operations
Ran a 60-person customer operations team and halved complaint resolution time.
- 2010 – 2012MMeridian GroupBusiness Analyst
Process mapping and performance reporting across finance and service teams.
Client Testimonials
“Sam found in three weeks what we had been circling for two years — and gave us a plan the whole team believed in.”
Qualifications
- LBSLondon Business SchoolMBA (2013 – 2015)
- UoLUniversity of LeedsBSc Management (2007 – 2010)
- Certified Management ConsultantCMI
- Prosci Change PractitionerProsci
- Lean Six Sigma Black BeltBSI
- Verified ConsultantAliveProfile
Consulting Toolkit
- Miro
- Notion
- Excel
- Power BI
- Lucidchart
- HubSpot
- Asana
- Loom
- Google Workspace
Engagement Types
Related Consultants
- Morgan Brooks Leadership Coach Toronto · 11+ years
- Aditi Mehra Product & Ops Strategist Bengaluru · 12+ years
- Robin Ellis Architecture Specialist Dubai · 13+ years
Let’s find what’s slowing your growth.
Book a consultation, request a proposal, or start with a short diagnostic.