Paula Custer brings more than 35 years of experience helping organizations strengthen leadership, navigate change, and build environments where people and performance thrive. Her work spans all aspects of organizational development, with a particular focus on aligning strategy, culture, and execution to drive meaningful and sustainable results.

Paula has worked extensively as an external consultant, coach, and facilitator across both the public and private sectors. Her public-sector contributions were recognized with the Common Cause Public Service Achievement Award, presented annually in Washington, DC, to individuals who have made a significant contribution to the public good. In the private sector, she has partnered with organizations across a wide range of industries, including healthcare, utilities, service organizations, hospitality and tourism, manufacturing, and distribution.

In addition to her consulting work, Paula served as Senior Vice President of Organizational Effectiveness for a large international organization. In that role, she held responsibility across North America for organizational development, strategic planning, change management, communications, process improvement, quality and service initiatives, training, and human resources—providing her with deep, practical insight into enterprise-wide leadership and transformation.

Paula is known for her ability to create clarity, foster engagement, and guide leaders and teams through complex change. She brings a strong facilitation and coaching presence, helping organizations design effective processes, strengthen leadership capability, and align teams around shared goals.

At the core of Paula’s work is a deep belief in the connection between engaged employees, well-designed processes, exceptional customer service, and organizational success. Throughout her career, she has consistently seen how intentional leadership and thoughtful organizational design lead to stronger performance, higher satisfaction, and lasting impact.

Areas of specialty include:

• Organizational development and effectiveness

• Strategic planning and change management

• Employee engagement and culture transformation

• Leadership and team development

• Meeting facilitation and board retreats

• Process improvement and service excellence