Jill Dougan Email & Phone Number

London, Gb

Windsor, England, Gb

Full end to end P&L ownership for British Gas Energy Small Business customers, the largest energy provider for Small Businesses in the UK. Lead 700 employees in the UK and India. Responsible for delivering customer experience and services across all operational channels, using data and insights to develop innovative product propositions, customer segmentation, sales, retention. Manage risk and governance frameworks to ensure compliance with government and regulatory conditions. Leading digital transformation of the customer experience, including migration to a new technology platform. Delivered industry wide change programmes including the Microbusiness Review, Faster More Reliable Switching.

Windsor, England, Gb

Own all operations and customer experience at the UK’s largest energy provider, providing energy services to 7.2M customers; oversee operations, service delivery, communications and customer experience, directing 4,000 employees in the UK, India and South Africa.Pioneered business turnaround; embedded new customer-centric strategy, culture, processes and systems alongside high-impact engagement and retention programmes, collaborating on executive leadership team.

Windsor, England, Gb

In my first role at British Gas, I designed and executed consumer and SME strategy as a member of the executive leadership team, owning a £100M+ OPEX and directing a team of 600+.Over the next three years, I was at the head of a large-scale transformation and modernisation of the Consumer business, establishing a digital-first focus that enabled British Gas to shift from a traditional energy brand into a modern services retailer.Highlights included a series of award-winning digital campaigns, creation of a new integrated agency model, development of a best practice ESG / sustainability strategy and a major restructuring programme that brought marketing execution and sales channels closer together.

London, Gb

Non-Executive Director, Smart Energy GB, a government-backed, not-for profit initiative to drive roll the upgrading of the UK energy infrastructure and a key pillar in the future of the UK energy industry. Member of REMCO and Risk & Audit Committee.

Coventry, Warwickshire, Gb

Appointed CMO at this UK energy sector challenger brand, I collaborated on a leadership team that was at the forefront of a major industry change as the UK energy sector expanded from the Big Six suppliers.Directing incisive marketing strategy and execution, I headed the development of a powerful product proposition and won several new partners, which proved a pivotal factor in the subsequent sale to Shell Energy.

Atlanta, Ga, Us

In 2013 I joined this groundbreaking card-linked marketing start-up and joint venture. Over the next three years, I established the foundation for a market-creating industry success story, driving consistent double-digit growth that was instrumental to a subsequent high-valuation IPO.As Managing Director of a rapidly growing start-up, I built the team, pioneered high-impact launches, secured new clients and steered innovative technical product development, including cutting-edge data insights and programmatics.

New York, Ny, Us

Over the course of a decade at American Express, I progressed through leadership positions that included ownership of the world’s largest and most successful loyalty scheme, a £2BN rewards programme across 26 markets.Highlights included completing successful M&A transactions as Director of Global Strategy & Market Transformation, spearheading a strategic market expansion into Australia during a six-month relocation in Sydney.

London, Gb

Developed brand and digital strategies for blue chip clients including Barclaycard, Lloyds Bank, Morgan Stanley and Shell.

London, England, Gb

Education record

Topflight Executive Development Programme, Executive Development

Role Of The Non-Executive Director

Politics And International Relations