Scott Lloyd-Moss - Head of Operations Development

What did you do before RED Jam?

I started my career with Argos as a part-time Delivery Assistant while I was still at college. Once I left college, there was an opportunity for me to join full-time and I quickly became Team Leader. In this role I got involved in new store openings. Over the next few years, the opportunity presented itself to hold all in-store managerial positions from admin support coordinator to Store Manager but the one that really resonated with me was Stock Manager. I felt that I could lend my organisational expertise to this area as the less time spent in the stock room means more time devoted to customers. This helped me realise that I could offer more and luckily an opportunity for a head office secondment arose and I was recruited as Continuous Improvement Manager. This led me to gaining my Lean Six Sigma Green Belt accreditation. In total, I gained 21 years retail experience, 5 of which were in a continuous improvement capacity. It was during my time at Argos that I met Andy and Matt. We had the opportunity to work on various projects together and found that we our shared approach and ethos allowed us to work well together.

What are some of your biggest career achievements?

There is one professional achievement that I am very proud of. To give some context, an in-store headset voice management system for staff had been introduced in Argos to replace the previous paper-based system. Over a 9 year period it grew exponentially, but what had never happened were any true end user, i.e. colleague, driven improvements. In my head office role as Continuous Improvement Manager, one of my goals was to become the voice of the colleague and drive some of the change in the system to improve the end user experience. I was able to take this project on and completely overhauled it. I used Yammer to generate ideas, generating over 300 responses, and canvassed in-store colleagues nationally to better understand the changes that would actually help them. Over the course of 8 months I reduced the number of steps by about 47% across all processes and made an operational saving of £1.3m. The change was embraced by colleagues as they were involved and engaged with from the start.

How would you describe your role and what do you enjoy about your role and working at RED Jam?

My role as Head of Operations Development involves me taking the lead on, and overseeing, various projects. I specialise in research, data handling and analysis. I ensure that other colleagues, clients and projects can continue at pace. What I really enjoy about my role is being able to help clients and organisations. My passion is for improving things for the end user, be that colleagues or customers, and ensuring that their voices are heard. They are pivotal, and everything we do must have them in mind. What I enjoy about working at RED Jam is having the autonomy to conduct my work in the way I see best without limitation from those who are disconnected from the end user. This allows me to prioritise those clients and organisations that I strive to represent.

What do you like to do when you're not working?

I have a five year old who takes up most of my spare time. We really enjoy building Lego together and doing DIY projects. Me and my wife are both qualified scuba divers and love going to Egypt every year to scuba dive. I’m also a massive petrol head, if it has a motor in it, I’m interested!

Do you have a favourite book, song, or quote that you would like to share?

I have two quotes that I really like.

“Without a standard there is no logical basis for making a decision or taking action” – Joseph M. Juran.

In a lot of instances, businesses want something new and shiny, but they haven’t captured the current standard. This quote sums up why research is so important in what we do at RED Jam.

“You have to start with the customer experience and work backwards towards the technology” – Steve Jobs.

I feel that this perfectly sums up my core values, attitudes and beliefs towards the work that I do.