Andy Baugh Email & Phone Number

England, United Kingdom

Birmingham, England, United Kingdom

• Product Owner and point of contact for data products covering data insight, reporting and APIs• Implemented new products and onboarded customers onto these• Held regular review sessions with customers, obtained feedback, managed user stories and acceptance criteria for improvements and saw these through to implementation• Trained customers on new products and changes plus produced supporting training material/FAQs• Management of data product backlog; balancing customer needs with company priorities and managing expectations accordingly• Management of onboarding, ongoing relationship management, query management, issue management, complaint management and change communication for customers• Production of customer usage figures and analytics of products• Provided demonstrations of product sandbox to customers• Developed prototypes with UX team and demonstrated these to external stakeholders

Solihul

• Educated over 100 industry parties on the impacts and obligations of the new Central Switching Service (CSS) and the Gas Enquiry Service (GES)• Created customer engagement plans for CSS, Xoserve SwitchStream product and GES Transition • Supported customers through CSS, Xoserve SwitchStream product and GES Transition• Created customer information packs and walked customers through these• Customer lead for connecting and onboarding customers to Xoserve SwitchStream product• Drafted the legal text for the contract schedules of the Xoserve SwitchStream product• Negotiated contractual amendments with customers, internal managers and legal team• Championed the customer at internal forums, meetings and workshops• Proactively designed and implemented customer survey, through the customer relationship management tool to gain customer feedback and valuable lessons learned• Provision of updates to Exec steerco meetings, calling out risks and opportunities

Birmingham, United Kingdom

• A member of the Regulation management team with budgetary, performance, people responsibility and direct reports• Management of consultation responses to the energy regulator (Ofgem) and government (DBEIS)• Regulation lead for Ofgem Switching Programme• Regulation lead for future market design, flexible smart systems and electric vehicles• Regulation lead for providing advice and guidance on change of supply, debt assignment protocol and erroneous transfer regulatory obligations• Npower representative for Smart Energy GB Performance Management Forum• npower lead for Switching GSOP compensation, Erroneous Transfer Performance Assurance Framework and Retail Energy Code development• Competition and Markets Authority investigation and remedies

Birmingham, United Kingdom

• Npower representative for Ofgem’s Smarter Markets Reform initiation (Switching Reform, Settlement Reform, Demand Side Response and Consumer Empowerment)• Npower lead for Ofgem’s Switching Programme and associated licence changes including change of supply and erroneous transfers• Lobbying, negotiating with and influencing external bodies including Ofgem, Energy UK, government and other suppliers• Managing responses to Ofgem Consultations, requests for information and calls for evidence impacting future regulatory developments • Designed and implemented processes for monitoring Regulation team awareness of key responsibilities, management of workload and communication to internal stakeholders• Developed roadmap of external regulatory change

Worcester, United Kingdom

• Assessed impact of external regulatory changes then designed and documented new processes to accommodate• Designed and implemented new complaints policy and process for SME sales• Defined and implemented process for proactively identifying issues, risks and concerns and resolving these to prevent customer complaints• Implemented process improvements and reporting for data protection• Developed processes for the control, monitoring and reporting of compliance and sales policies and working practice documents• Approval of processes, propositions, products, customer correspondence and sales literature across all business segments assuring compliance together with Legal and Regulation

Worcester, United Kingdom

• Managed compliance, audit, process and complaints section of third party fieldsales and telephony validation centre• Approved third party contracts with Legal and Regulation teams• Created internal processes and reporting to support new third party relationships• Created senior management information reporting to highlight internal and external adherence to contractual obligations

Worcester, United Kingdom

• Engaged stakeholders and gathered information to create end-to-end process charts and requirement documents for implementation of new systems• Performed business process and policy reviews identifying risks, issues and improvement opportunities• Managed adhoc projects for business segments

Oldbury

• Managed the domestic Gains and Losses teams, approximately 40 staff• Migrated activities from other companies into existing teams