Senior Consultant in Baringa's Energy Retail, Networks & Water team.Baringa is building the world's most trusted consulting firm – creating lasting impact for clients and pioneering a positive, people-first way of working. We work with everyone from FTSE 100 names to bright new start-ups, in every sector. We have hubs in Europe, the US, Asia and Australia, and we work all around the world – from a wind farm in Wyoming to a boardroom in Berlin. Find us wherever there's a challenge to be tackled and an impact to be made. Find out more at baringa.com.

Helped clients deliver strategic, operational and technological transformation in a number of areas including:UK B2B Energy Retailer – External Communications Lead, responsible for the management of all customer and third-party communications for a large-scale billing platform transformation programme. Designed and implemented external communication strategy and relevant processes. Managed regulatory relationships and reporting.UK Networks Operator – Managed programme to design a customer service strategy and operating model through initial design to validation and implementation planning. Involved defining the as-is and to-be strategy and operating model, identifying pain points, improvement areas and opportunities across the customer service landscape. The design and later implementation had a significant impact on CSAT performance and OPEX reduction. UK Networks Operator – Designed and maturity assessed business architecture and capabilities to enable delivery of key strategic ambitions. Delivered various workshops with senior stakeholders to define and validate business architecture understanding. Developed action plan and roadmap to mature capability maturity to target levels.

- Scoped and designed brand opportunities through initial research and customer value proposition (CVP) testing/design and UX/UI design.- Solely accountable for brand delivery activities, business casing and risk / opportunity management.- Managed the research and development of the British Gas Energy CX strategy which was rolled out across the British Gas organisation.

- The final placement of my graduate scheme.- Developing commercial propositions across direct and retail channels for Centrica Hive, focussing particularly on developing the strategy and business model for Hive’s new flagship product.- Working with wider teams to collect data and use this to create business cases for new propositions.- Liaising with stakeholders of all levels to understand commercial requirements and present business cases for approval.- Project managing the delivery of new propositions: working with Product, CRM and Marketing teams to ensure a smooth delivery process.

- FTSE 250 company Business Leadership graduate scheme aimed at providing me with leadership experience and an understanding of how FTSE 100 companies are organised.- My first placement was based in an operational contact centre where I developed an understanding of Centrica's operation and its customers. This was a particularly challenging placement as it involved co-ordinating over 80 engineers to ensure that appointments were attended on time.- My second placement was a management position within the contact centre where I am managing a team of 25 people to ensure they are working productively and providing the best service to our customers.- My third placement was as a Product Owner in Centrica's start-up energy business New Energy Platforms where I was responsible for the end-to-end delivery of our direct sales products and acquisitions incentives. I also created and managed my own Squad which focussed primarily on small change items.- I am also the Co-Chair of Centrica's LGBT+ network Spectrum where I am responsible for setting the strategy of the network and leading a committee of 10 to drive the diversity and inclusion agenda across the company.

- The third placement of my graduate scheme was an Assistant Product Owner role in Centrica's start-up energy business New Energy Platforms.- I was responsible for the end-to-end delivery of our direct sales products and acquisition incentives. For example, I managed the development of several campaigns and increased the customer conversion of these campaigns by 75%.- After exceeding expectations in delivering our sales products I was asked to create and manage NEP's new Small Change Squad. This involved resourcing the Squad with an agile team of developers and working with the Scrum Master to set up the Squad's agile ceremonies.- I also re-defined the product delivery "front door" process, making it more efficient and reflective of current resourcing capabilities.- In this role, I worked according to agile principles and gained extensive experience in Azure DevOps and iterative/Kanban ways of working.

- The second eight month placement on my graduate scheme was a Team Leader role in an operational contact centre within British Gas.- This role involved leading a team of 25, driving performance to ensure the team provide the best service to our customers. For example, I improved my team's telephony performance by 5%, resulting in an extra 12 hours being used to better serve our customers.- During this placement, I championed engagement and team morale. I organised different competitions and quizzes, and a well-being survey which was used to implement new strategies across the team.- One of the biggest challenges I faced was leading my team through crisis management processes during the Covid-19 pandemic. My team moved offices as a means of contingency and transitioned into working from home.

- The first three month placement of my graduate scheme was as a Planning and Dispatch Agent in an operational contact centre for British Gas. The aim of this placement was to gain an understanding of Centrica's customers and the employees that serve them.- I had to co-ordinate over 80 engineers to ensure that appointments were attended on time and had challenging conversations with customers who may want to complain when their appointments were rescheduled.- During peak winter periods the role was busy and challenging and required excellent communication and teamwork skills to ensure that we could visit as many customers as possible.