About
Tim MacIvor
Interim AI, customer experience and transformation leader, based in Edinburgh. For twenty years I’ve led digital, data, product and CX change, mostly where growth has outgrown the way a business works.
Background
Customer journeys first, technology second
My work has run across retail, travel, financial services, enterprise software, food services and technology distribution: B2C businesses with millions of customers, B2B businesses with complex accounts and partner channels, and the B2B2C models in between.
The situations repeat. A PE-backed business needs a credible plan. An acquisition leaves two of everything. A multi-site operation has a journey that works on paper and fails on a busy Friday. A regulated business needs change it can evidence.
I’ve led product, delivery and data teams of eight to fourteen people and engineering organisations of more than a hundred, in seat and accountable for the outcome.
Hands-on with the tools
I build working AI workflows myself with coding agents, including human review where outputs aren’t yet reliable. I’d rather know what a tool can really do than repeat what the vendor says.
What I believe
- Understand reality first: use the product, watch the work, map the whole system.
- Customers feel the handoffs between functions, so fix the journey, not the department.
- AI is a powerful way to do that. It isn’t a strategy on its own.
- Scale AI before the data is trusted and you automate the wrong thing faster.
- If people don’t use it, it’s theatre.
- Every change needs one outcome, one baseline and one owner.
- Leave capability behind, not dependency.
Working together
Simple to start, clear on outcomes
1
A conversation
Thirty minutes to understand the problem and whether I’m the right fit.
2
A short scoping note
Outcomes, approach, timing and cost on one page.
3
In the work from week one
With your customers, teams and operation, not at a distance.
4
A clean handover
Capability transferred and benefits reported.
Have a journey worth fixing? Let’s talk.
Email me for a 30-minute conversation about where you are and what needs to change. Search partners are welcome too: I’m happy to talk through current and upcoming interim briefs.
| Engagements | Interim roles or defined projects |
|---|---|
| Status | Limited company, outside IR35 |
| Base | Edinburgh; remote or hybrid across the UK |
| Fees | Fixed fee or day rate, on request |