Don Porter CBE, Joint Managing Director
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Since co-founding MSB, Don has led its work in the financial services, healthcare and transport sectors. For over 30 years he has helped organisations to increase employee engagement, understand their customers’ expectations, improve their corporate communications and monitor the impact of their training and development programmes.
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His strong links with Lancaster University’s 6* Business School, one of just two in the UK, ensure that MSB remains at the cutting edge of employee engagement, customer satisfaction and culture change research and practice.
Don began his career at British Airways as a management trainee. He went on to play a major role in the design and implementation of the airline’s global culture change programme, overseeing the work of more than 200 customer service teams and sharing British Airways’ new vision with its 50,000 employees.
Two years after leaving the airline industry to design and manage Lloyds Bank’s corporate communications and customer service programmes, Don teamed up with Brian Hamill to establish MSB.
For the last 2 years Don has been leading the MSB team on a major culture change programme within the public sector in Bahrain. MSB began by defining a high performance culture. This has been followed by client research and training in leadership, customer service and relationship management, as well as the launch of a major internal communications activity to break down barriers within the organisation. In a ground-breaking move, MSB became the first consultancy to introduce customer first teams into a Bahraini organisation, thereby releasing the considerable talent and energy of frontline customer service employees to drive service improvements.
In the UK healthcare sector, Don is currently advising a major NHS acute hospital with an employee engagement and patient service strategy which will create a significant change in the culture and management of the hospital. He is also advising a leading private healthcare provider to improve the performance and culture of its hospitals.
Since 2017, Don has been a member of the Advisory Board of Lancaster University Management School. Don holds 3 degrees from Lancaster University, which was recently rated as the best UK university by the Times and Sunday Times newspapers. In 1996 Don was awarded a CBE for public and political service. He is a trustee of the Gunnar Nilsson Cancer Foundation, which raises hundreds of thousands of pounds annually for scientific research.
Don began his career at British Airways as a management trainee. He went on to play a major role in the design and implementation of the airline’s global culture change programme, overseeing the work of more than 200 customer service teams and sharing British Airways’ new vision with its 50,000 employees.
Two years after leaving the airline industry to design and manage Lloyds Bank’s corporate communications and customer service programmes, Don teamed up with Brian Hamill to establish MSB.
For the last 2 years Don has been leading the MSB team on a major culture change programme within the public sector in Bahrain. MSB began by defining a high performance culture. This has been followed by client research and training in leadership, customer service and relationship management, as well as the launch of a major internal communications activity to break down barriers within the organisation. In a ground-breaking move, MSB became the first consultancy to introduce customer first teams into a Bahraini organisation, thereby releasing the considerable talent and energy of frontline customer service employees to drive service improvements.
In the UK healthcare sector, Don is currently advising a major NHS acute hospital with an employee engagement and patient service strategy which will create a significant change in the culture and management of the hospital. He is also advising a leading private healthcare provider to improve the performance and culture of its hospitals.
Since 2017, Don has been a member of the Advisory Board of Lancaster University Management School. Don holds 3 degrees from Lancaster University, which was recently rated as the best UK university by the Times and Sunday Times newspapers. In 1996 Don was awarded a CBE for public and political service. He is a trustee of the Gunnar Nilsson Cancer Foundation, which raises hundreds of thousands of pounds annually for scientific research.