(KA Consulting)

During Kristen’s time with the Office, she managed several significant and complex institutional projects. She led and authored our submission for the Ombudsman Association (UK) membership re-validation, a detailed compliance exercise covering all governance and operational standards. She designed and introduced the Office’s first formal performance appraisal system, and co-led the development of our Complaint Handling and Investigations Procedures (CHIP) policy guidance. As part of that project, Kristen compiled and co-authored the CHIP manual and, most notably, developed the jurisdictional and discretionary assessment framework that brought greater rigour and consistency to how we determine what falls within our remit, and how we exercise discretion.

Kristen delivered the data auditing and statistical analysis that underpinned our annual reports, and she reorganised the Office’s website to make it easier to navigate and more accessible to the public. What stands out about Kristen is her ability to take something complex and unstructured, think it through independently, and produce first-class work. She worked well across the team, bringing colleagues’ perspectives into her work while holding the line on accuracy and clarity. Overall, Kristen brought care, purpose, and close attention to detail to everything she did, along with the adaptability to move confidently across very different areas of work.

Kristen is a pleasure to work with, and I recommend her without reservation.