Daniel Mason Email & Phone Number

Crigglestone, GB

UK Wide

UK Wide

Wakefield, England, United Kingdom

• Accountable to the Commercial Director, delivering a multi-year digital transformation and infrastructure programme with multi million budget responsibility.
• Leads multiple high performing product teams, embedding agile methodology and creating a positive culture, where people feel empowered to deliver on customer outcomes.
• Responsible for replacement of core customer, billing, and finance infrastructure, to transition service customers base to flexible and sustainable Software as a Service (SaaS) platforms.
• Delivers modular e-Commerce capability to simplify the digital estate, improving agility, reducing cost and increasing speed to market.
• Creates, ground up, transformation roadmaps and budget to allow prioritisation of change for the benefit of customers and colleagues, to improve profitability and growth.
• Brings together the functions of Insight, Process Design, Service Design and UX, together with tech and digital platforms to create an end-to-end digital experience across all channels.

West Yorkshire, England, United Kingdom

• Builds, ground up, transformation strategy and budget to permit cost-effective installation of 20M domestic smart metering solutions in line with all government regulatory obligations.
• Holds control of, and directs, roadmaps for new evolving technology to drive UK-wide smart meter growth.
• Engages with both regulators and government, to influence policy for industry best practice, and with trades unions to provide the commercial smart programme.
• Launches new programs and insight-led capabilities, delivering the benefits of smart meters to potential customers, thereby growing the business, and creating positive customer outcomes.
• Focuses stakeholders on the smart metering efficiency agenda, cutting costs by £10M+ in a price-controlled sector.
• Supports customer-facing teams in developing new technology and operational change to continuously refine the smart service delivery model.

Flexible: London, Leeds, Edinburgh

• Merged customer and market insight, performance analysis, and strategy development to build a robust and profitable metering business.
• Guaranteed infrastructure planning maximised cost-effective forecast future capacity.
• Established new channels, from test to rollout, driving customer interest and demand.
• Led multi-discipline teams developing new IT capabilities, facilitating tight cost control of smart within the government price controls – 10s of £million saving in YR1.
• Formed innovative industry leading contact strategy, securing >100k smart installs – outcomes mitigated high engineer numbers in low work areas, and significant manpower transport costs.
• Set up a matrix team across customer and field operations – 70% cut in non-essential traditional installs over 2 years, yielding 10s of £million cost efficiencies.

Flexible: London, Leeds, Edinburgh, Cardiff

• ~£3M Smart Metering programme portfolio
• Affiliating with 3rd-party and in-house teams, and suppliers, coordinated company-wide IT and digital transformational change using waterfall and iterative agile delivery.
• Used customer reaction and operational data to facilitate corporate streamlining and growth.
• Worked In partnership with change, business, and IT functions to guarantee company-wide clear communications, securing teams’ buy-in, and driving seamless, easy, efficient change.
• Scoped, planned, and road-mapped change, aligning IT capability with business requirements.
• Planned realistic business cases to ensure proposals were commercially investable.

London, England, United Kingdom

• Created innovative new products and services, and associated customer journey framework, retaining existing and securing new business, and improving NPS (net promoter score).
• Utilising Agile project delivery, drove IT capabilities, ready for programme delivery.
• Owned pricing launches impacting ~10M customers and attracting extensive media interest and regulatory/parliamentary scrutiny.
• New business readiness strategies supported 4,000 front office employees delivering the benefits of new products and services to customers.

Leeds, England, United Kingdom

• Working as Process Improvement Manager, using detailed understanding of the energy industry to support and improve processes which sees over 5 Millions customer transfers and 2 million meter changes per year.
• Development of our customer journeys and support processes which are used to underpin energy industry transfers and metering
• Incremental growth of acquisitions through simpler customer journey design and process improvements
• Reduction in churn within key customer journey touch-points, through analysis and improvements in NPS performance
• Design and development of new customer journey, to meet new business and industry change proposals
• Management of front office and back office operation, to support energy industry metering and acquisition process