A Day in the Life of Lou Read
7th October 2026
Meet our Service Delivery and PMO Manager
In conversation with Rachel Wesson, Managing Director | 4 minute read
Welcome to A Day in the Life, our new series introducing the people who keep Leasepoint’s engine running. Managing Director Rachel Wesson is spending time with colleagues to share their expertise, commitment and lives outside work with the wider industry, and explore what they do for our customers every day.
Lou at a glance
Experience that connects the dots
Lou’s work reaches across almost every part of Leasepoint, from customer implementations to improving the processes behind them. Much happens behind the scenes, where careful planning helps projects and services run smoothly.
She brings more than 20 years’ experience in service delivery, operations management and business transformation. Having progressed from support roles into leadership, she understands both the detail of day-to-day delivery and the wider decisions that help a business improve.
Lou joined Leasepoint in October 2025, bringing four years’ experience in aviation and a fresh perspective on the leasing industry. The variety of the role appealed to her, as did the opportunity to make an impact in a growing business that welcomes change. Having worked with Rachel before, she also recognised a shared approach to business and customer service.
Keeping customers moving
Ask Lou to describe a typical working day and she is quick to point out that there really isn’t one. Her mornings start with a look at the diary, upcoming deadlines and the preparation needed for customer meetings.
For service delivery reviews, that preparation happens on the day itself, so the discussion reflects the latest position across support and outstanding actions.
From there, the day might involve reviewing an implementation’s milestones and budget, meeting a customer, running an internal workshop or planning communications about a new initiative. She also protects time in her diary to concentrate on projects and process improvements.
When priorities compete or deadlines come under pressure, Lou keeps customers’ needs in view. Working across professional services, support, development, commercial and finance, she helps colleagues agree a clear plan.
She looks closely at how work passes between teams, identifying where a process creates difficulties or a gap could become a bigger problem
“I spend a lot of time trying to bring different teams and perspectives together so that we make the right decisions.”
Lou, Service Delivery and PMO Manager
For Lou, experience has reinforced the value of listening. Understanding how each department works, and the challenges colleagues face, helps her build plans that work in practice.
Making tomorrow work better
That same approach shapes her work on improvement. One of her proudest achievements since joining has been helping to launch Leasepoint’s customer advisory panel and forum (CAP). Bringing it to life involved support from our customers, building the platform, inviting members to participate and working with colleagues to organise the sessions.
By the time Rachel and Lou spoke in September, the forum had around 40 members and had held its first session, with more planned. It gives customers a place to talk openly about how Leasepoint works for them, share what is going well and discuss the developments they would like to see.
Those conversations help inform our product roadmap and give customers a direct voice in its direction.
Lou is also part of a team looking at how AI could improve customer experience. Current work includes bringing user guides, knowledge and information about resolved cases together to support an AI agent. The aim is to help customers find answers more quickly and get support cases to the right people sooner. It is work in development, with a clear focus on making support easier to navigate.
Away from the day job
Away from work, Lou’s weekends centre on home and family. She spends every other weekend with her granddaughter, who she describes as an absolute joy, while the family’s English bulldog Bella, provides plenty of entertainment. If the sun is out, time together in the garden is a favourite.
“I am a bit of a mean backgammon player,” Lou admits. Taught by her mum at an early age, she has kept playing ever since.
On the bookshelf: The Housemaid’s Secret, her latest read when she spoke to Rachel.
Next adventure: Working her way around the Greek islands, with plenty still on her list.
Back at Leasepoint: Lou’s measure of a good day is straightforward: “It’s when I’ve helped move something forward.” Resolving a customer challenge, reaching a project milestone or making a process easier can each be a satisfying result. For Lou, those small wins are how bigger improvements take shape.