Lifestyle Services Group is a specialist provider of customer loyalty and insurance services for companies delivering financial or telecommunications services to customers. Lifestyle Services Group describes its products as customer growth and loyalty programmes. It also provides mobile phone, gadget and satellite insurance.

IT Leader: Chris Airey, Director Change & IT

In role since: Four months

Reporting line: CEO

Board level seat: Yes

IT budget:  1.8 per cent of turn

IT estate and or number of log on accounts under the control of the IT leader: About 1200 mailboxes, four sites in the UK and a new international business out of Turkey

Level of the workforce that relies on technology to carry out their tasks:  100 per cent, we provide B2B2C services through digital solutions and contact centres therefore the core workforce is 100 per cent dependent on technology as well as the administrative areas

IT staff currently employed: 95

Split between in-house/outsourced staff: 80 per cent in-house

IT management team and reporting structure: Managers for: Governance & Assurance; Quality, Business Systems Delivery, International, Supply Chain and IT Service – this is the key P&L interface, Strategy & Architecture, Business Change – this is the change interface

Primary technology platforms at the organisation: CRM and BPM

Primary technology suppliers: Avaya, Oracle

Significant strategic technology deals been struck in the last 12 months: About to select a new BPM solution and have selected the Magento web platform

Strategic aim of the CIO and IT operations for the next financial year:  Implement replacement of legacy CRM systems,
Transform self-service digital solutions
Create an international platform
Rightsize the cost base

Technologies considered by the leader to offer their organisation potential: Private Cloud to support international growth and supply chain

Future transformation and technology vision for the organisation: The new self-service digital platform will unlock the means to a better view of the end customers to support our Clients with insight