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Bryn Jones Associates Ltd - Developing and transforming customer experience …developing and transforming customer experience
Bryn Jones Associates Ltd - Corporate review, analysis and planning …corporate review, analysis and planning
Bryn Jones Associates Ltd - Consultancy and management services …consultancy and management services
Bryn Jones Associates Ltd - Developing new roles and objectives …developing new roles and objectives
Bryn Jones Associates Ltd - Business planning and reviews …business planning and reviews
Bryn Jones Associates Ltd - Dedicated client support …dedicated client support

About BJA

“Our aim is to enable our clients to realise their potential, be leaner and to deliver a great customer experience”

Museum signageDelivering an exceptional customer experience is the most effective way to create a more sustainable business; it’s not about having more resources, it is about the focus of the organisation, the staff within it and making the most effective use of the existing resources…

The experience of the BJA consultants as successful senior managers and directors within varying styles of businesses means that they are uniquely placed to support clients who want to transform their business and re-energise the customer experience.

Sometimes a client is so involved with the everyday issues they need an external perspective from industry experts and specialists to bring a fresh approach and find a clear way through…

We work with clients to help achieve their aims, whether this is to save money in a particular area or across the board, to look at ways of maximising current resources or to identify new ways of generating income. Our approach is relevant across a broad range of industries and services in both the private and public sectors and in consumer and business to business markets.

BJA’s practical management experience results in our work being straight to the point and providing a clear and jargon free path to achieve your goals. BJA is run by senior managers, directors and operators from the business, leisure, tourism and heritage industries. Some of BJA’s associates are still involved in the senior management of nationally recognised and prestigious visitor attractions.

A consultant will only come up with the right solutions if they take the right approach. As a part of this it is critical to involve the people that matter whether they are front line staff, managers, volunteers, directors, Trustees and the customer. Not involving staff could be costing the organisation money not only in terms of performance and promotion, but also in the loss of ideas from the people who count.

what our clients say…


“Bryn Jones Associates were appointed as the consultants to produce the Business Plan & Marketing Plan for our HLF Round 2 submissions for our major Norwich Castle Gateway to Medieval England project (total project c.£13.5m).”

“My colleagues and I found Bryn and his team very good to work with. They were clearly focused on giving us accurate and realistic projections on income and visitor growth based on a thorough and sound analysis of current operations and opportunities. I was always confident that their work was grounded in reality rather than unrealistic aspiration. I was very impressed by both their approach and final report and would have no hesitation in recommending Bryn and his team.”

Dr Robin Hanley
Assistant Head of Museums (Head of Service Delivery), Norfolk Museums Service


“Working with one of the borough’s key heritage and culture organisations, BJA produced a fantastic piece of work for the council and our cultural partner.

The work has proved to be tremendously useful, guiding significant change and improvement to our partners’ operating model. The report Bryn and his team produced was thorough, well evidenced, clear and convincing. We wouldn’t hesitate to recommend Bryn and his team.”

Matthew Blades
Head of Business, Culture & Investment, London Borough of Lambeth

Black Cultural Archives

“BJA conducted a business options appraisal, looking at the options in terms of the use of spaces, operating model, costs and income and expenditure projections with each option.

“Working with one of the borough’s key heritage and culture organisations, BJA produced a really insightful piece of work in support of our cultural partner. The work has proved to be tremendously useful, guiding improvement to our partners’ operating model. The report Bryn and his team produced was thorough, well evidenced, clear and convincing. We wouldn’t hesitate to recommend Bryn and his team.”

Matthew Blades
Head of Business, Culture & Investment London Borough of Lambeth Council

Regent Centre

“We approached Bryn Jones Associates to review our theatre and provide sustainable business options, going forward. Bryn listened to us all, volunteers & staff. His research was thorough, well beyond what I could reasonably have expected.

The options presented were credible for our theatre & his implementation guidance, realistic. He had a difficult timescale to meet, which he did, his guidance on the process was clear and nothing was too much trouble. He has provided us with a clear template not only to support strategic decisions we must now make but to help in both funding applications & business planning – a real bonus.”

Alastair Hoare
(former) Chair, Regent Centre Theatre, Christchurch

The Foundation of Light…

“BJA developed an excellent realistic and robust business plan for the Foundation of Light, providing a clear focus and strategy, which our team could then use as the basis for the operational planning and set up of £20m Beacon of Light sports, events and community venue at the Stadium of Light in Sunderland.

They provided exactly what was needed to persuade our key stake holders to support the project. They also reviewed the Foundation’s operating model and developed a new effective management and staffing structure serving the needs of the new venue and the Trust, which was nimble, flexible, cost effective, and now the Beacon has opened, will enable the Trust to be in a stronger position to continue to meet the needs of our various audiences and customer groups both at the Beacon and throughout the region.

Bryn and Graham brought a sense of realism, while being customer, operationally and commercially focused and they were always excellent and fun to work with and produced high quality work on time.”

Sir Bob Murray
Former Chairman of Sunderland FC, Chairman, The Foundation of Light (Sunderland FC charity)


“BJA took a very pragmatic approach to assisting us with this based on the sound principles of ensuring we could provide the best possible quality of service to our customers, together with maximising revenue from all aspects of the front-of-house.”

“I was particularly impressed by the speed with which they came to terms with the task, their in-depth knowledge of the needs and pressures of running a visitor services function, and their focus on solutions and results rather than simply identifying the problems.”

Mark Merka-Richards
Director of Human Resources Museum of London Group

The Royal Pavilion Brighton

“BJA have been working with the Royal Pavilion and Museums for fifteen months.  The firm initially undertook a very detailed mystery shopper exercise as part of a review that was being undertaken into our retail service.  The findings of the mystery shopper exercise were in part the catalyst for undertaking a major front of house review.  Currently they are working with us on drawing up customer service standards and also supporting the front of house management team in improving staff management and communication.”

“BJA are a delight to work with, they carry out all their tasks in a highly professional manner.  The experience that they bring from the museums and leisure sector has had an important bearing on how they conduct the review and the respect that The Royal Pavilion and Museums Management team had for their findings and recommendations.  Reports produced have been of a high calibre and are well written and presented.   Deadlines are always met and excellent communication with the commissioners of the work has been maintained throughout the review.  As part of the work they undertook they conducted interviews with staff, undertook site visits and also workshops.  In all of this thorough preparation was very evident.  We would be happy to recommend BJA for carrying out any similar work with museums, leisure and visitor attractions.”

Janita Bagshawe
Head of Brighton Museums and Director of The Royal Pavilion


“As a new attraction the partnership with Bryn Jones Associates in our first two years of operation has been invaluable. BJA placed one of their Senior Associates in-house to lead the management team through a critical period.

During their time working with us we have, with their support, completed a successful restructure, cut expenditure and seen increases in revenue and footfall.”

George Weekes
Regional Account Director, The Orbit, London Olympic Park


“Over the last year Bryn has undertaken 2 projects for TWAM.

He is a very experienced consultant who has brought a wealth of operational management experience to helping to address practical problems in our museums. He is unfailingly energetic and solution focused and has really helped TWAM move forward with improving our customer service functions.

He has worked well with staff at all levels of the organisation, ensuring their trust and buy-in.”

Iain Watson
Director – Tyne & Wear Archives & Museums

The Postal Museum

“Helping with our business planning for events. Michelle was very thorough and always met deadlines set.

It’s been invaluable having the breadth of information she has compiled for us to help when making future business decisions.”

Emma Allen
Commercial Manager – The Postal Museum


“Bryn Jones and his team helped the Pitzhanger Manor & Gallery Trust develop a robust and credible business plan, sorting the important from the unimportant, and providing us with exactly what we needed to persuade key stake-holders to support the project.

They delivered high quality work to time, in a collaborative and constructive fashion.

We were very grateful.”

Sir Sherard Cowper-Coles
Chair, Pitzhanger Manor & Gallery Trust, Ealing, West London

Bolton Castle

“I just wanted to drop you a line to say a huge thank you for all of your work over the last six months.  It has been a great pleasure to work with and get to know you and your input has been invaluable. The wealth of experience you have along with your passion for tourism and heritage and meticulous attention to detail is remarkable and has given us a very clear direction for the future.

I am sure that I do not need to tell you that the work you have done for us far exceeds that which was promised and I know you have gone much further than the extra mile.”

“I really am very grateful and would not hesitate to recommend you to any other visitor attraction, I am certain that we will use your service again.”

Hon Tom Orde-Powlett
Owner, Bolton Castle

Just some of our many valued clients…