Daniel Healey Email & Phone Number

England, United Kingdom

Reading, Berkshire, GB

Reading, Berkshire, GB

Leading the IT transformation programme that is introducing a new BSS (Business Support System) stack in Three UK across both B2B and B2C segments. Enabling the introduction of new market leading products and services, whilst significantly reducing the IT cost base by migrating all customers onto a common stack and closing down legacy systems

Windsor, Berkshire, GB

• Managing the £2.8bn sale of Centrica’s North American Direct Energy business.
• Synthesis of complex financial, operational and commercial considerations to build out the critical delivery path to achieve deal closure, with a clear view of cross functional interdependencies and risks / issues.
• Built new multi-disciplinary team across technology, business solutions and innovation functions to design, test and scale new customer services, propositions (B2C and B2B) and technologies.
• Introduced new agile ways of working and cross functional collaboration to ensure that external market data and new tech / trend developments correctly informed the design of new customer journeys and services.
• Synthesised complex financial, operational and customer considerations to build out the portfolio roadmap across a 2-4 year time horizon. Drawing line of sight between desired outputs and strategic objectives.
• Identified opportunities to deliver increased in year benefits / customer value. Improved organisational alignment and through more effective use of budget and resources improved the speed and quality of delivery.

Windsor, Berkshire, GB

• Designed a new cross functional, agile approach to change delivery whilst enabling the business to achieve top quartile spend performance via organisational redesign and new ways of working reducing costs by >£70m.
• Utilised external benchmarking and internal best practices to challenge the status quo on how change is delivered in Centrica. Identified ways to maximise in year delivery and achieve benefit savings target of £40m.
• Led options analysis on how to achieve target savings and gain stakeholder consensus. Built out a detailed execution plan and reporting suite to track inflight benefit delivery.
• Provided clear direction and clarity of purpose for the team, supporting prioritisation activity where required and breaking down complex problems into clearly articulated objectives.

Windsor, England, GB

• Design and execution of a complex programme that leveraged new technologies and capabilities to deliver new customer services and propositions using iterative product development and live customer trials to achieve.
• Used customer insight and external research to identify new opportunities to improve customer experience.
• Positively influenced senior sponsors with robust plans and options analysis to secure required investment.
• Introduced new webchat platform and customer processes; increasing agent call concurrency to >1.7.
• Designed and deployed ‘video quote’ capability for new central heating installations delivering NPS > 85.
• Development of a fully integrated and automated customer online boiler sales and installation journey.

Windsor, England, GB

• Led the design and delivery of a 4-year programme tasked with making British Gas the leader of the UK Smart Metering transformation. Taking strategic intent to successful industry leading capability.
• Accountable for securing and managing Investment of >£50m (2014-17).
• Benefit tracking and reporting of >£45m business benefits, enabling government mandate completion.
• Balanced commercial, customer and operational requirements to deliver a new platform to manage >£600m annual invoices and systems capability to support >3.5k engineers and >3m annual meter installs

Windsor, England, GB

I was accountable for the organisational design, recruitment, system implementation and creation of associated business processes required to create a new metering business within British Gas. I subsequently ran the newly created operation, taking it up to national scale. Leading a team of 350 FTE, I ensured that the operation had the necessary systems.

Windsor, England, GB

Responsible for design and delivery of strategic initiatives to build a leadership position in low carbon products and services. This included the delivery of energy efficiency customer propositions involving designing new customer service systems and operational processes to give British Gas first mover advantage in a new market.

Windsor, England, GB

Responsible for delivering operational and organisational change projects across the British Gas buisness customer self service programme. I was responsible for implementing self service initiatives across both telephony and online channels

Windsor, Berkshire, GB

Centrica graduate general management programme

Mba

1St Class Hons, Applied Biochemistry