• 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.• Leverages strong relationships with our customer facing teams, to develop new technology and drive operational change.• Is responsible for shaping the vision and story, to bring our teams and the wider business on the transformation journey.

• 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.• Holds control of, and directs, roadmaps for new evolving technology to drive UK-wide smart meter growth.• Supports customer-facing teams in developing new technology and operational change to continuously refine the smart service delivery model.• Produced an agile MI delivery framework, boosting MI capability output and cutting FTE by 50%.• Led the response to COVID-19, ensuring smart metering business resumed in a safe and commercially viable manner.

• 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.

~£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. • Controlled complete operational delivery to 8,000 front- and back-office personnel.• Incentivised customers and streamlined operations, growing meter conversion and uptake.

• 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.

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