I’ve spent my career in the middle of big, complex changes, the kind that look great on a spreadsheet but can be a bit of a headache for the people actually doing the work.

My ‘lightbulb moment’ happened while I was running a busy bank branch. We were in the middle of a massive overhaul. We had new systems, new rules, and a constant stream of daily updates that didn’t always join up. My team was brilliant, but they were drowning in information.

I decided to step in and act as a bit of a filter. I’d take all those updates, find the answers to the bits that were missing, and then explain it to my team in plain English: Here’s what’s happening, here’s why it matters, and here’s what we need to do today.

It worked. My branch started performing better because the team felt clear and confident. I soon found myself helping other managers do the same, and that’s essentially what I’ve been doing ever since.

These days, I work at a much larger scale, but the goal is exactly the same: making sure that when a big organisation changes direction, nobody gets left behind in the confusion.

I’m currently part of the team at Lloyds Banking Group, focusing on making sure our internal communications are clear, calm, and actually helpful.

Work is great, but have you tried a long walk with a dog that refuses to listen? When I’m not in ‘work mode,’ I’m likely lifting heavy things at the gym or getting lost in a book. I find that regular doses of fresh air and heavy lifting keep me focused – and significantly less likely to accidentally reply to an email with just a series of tired sighs.