Gary A. Email and Phone Number

Leading the NWG metering function of 6 direct senior reports, 19 managers and 200 field and office based colleagues across the end to end metering value chain with accountability For a £220m operating budget. This includes leadership of the NWG Smart Transformation Programme.

Leading the mobilisation and deployment of NWGs Smart transformation programme which will deliver a £59m organisation wide change in system, process, data, people capability and customer experience in preparation for a smarter future and over 2m smart meter installs by 2035.

Mentoring year 10 and 11 students in the Northeast as part of the Boys Network

Leading on several high profile projects as part of the DCC readiness programme.

* Grew the change team from 10 to 24 people over a 6 month period to build a Change Centre or excellence and practice management structure within Business Stream. * Day to day management responsibility of change practitioners including BAs, Change Analysts, Project Managers, Continuous Improvement Managers and PMO to deliver a diverse portfolio of change. * Working closely with the Executive and Senior Management Team to manage near term change and manage the portfolio of long term… Show more * Grew the change team from 10 to 24 people over a 6 month period to build a Change Centre or excellence and practice management structure within Business Stream. * Day to day management responsibility of change practitioners including BAs, Change Analysts, Project Managers, Continuous Improvement Managers and PMO to deliver a diverse portfolio of change. * Working closely with the Executive and Senior Management Team to manage near term change and manage the portfolio of long term strategic change. *Re-launched continuous improvement into the business and introduced agile IT delivery to manage the significant backlog of small change in the business. Show less

Supporting SmartestEnergy in launching a new Asset Optimisation P&L focussed on the digitalisation of energy, connected devices, big data and internet of things (IOT). Leading a portfolio of 11mobilisation projects covering people, process and technology critical to the effective go-live of this business area in October 2018.

Leading a programme team of 36 change professionals made up of internal resource, consultants, an offshore service integrator and system vendors to deliver a large scale £10m 3 year business transformation across 9 core systems.Brought into SmartestEnergy to Lead the 6 month detailed design phase covering both process and system design covering 130 processes and 4000 business requirements. Current projects under my direction include:* procurement and implementation of a… Show more Leading a programme team of 36 change professionals made up of internal resource, consultants, an offshore service integrator and system vendors to deliver a large scale £10m 3 year business transformation across 9 core systems.Brought into SmartestEnergy to Lead the 6 month detailed design phase covering both process and system design covering 130 processes and 4000 business requirements. Current projects under my direction include:* procurement and implementation of a £5m Energy Trading and Risk Management system*Procurement and implementation of a £1m Energy Demand Forecasting system*£350k of tactical diagnostic and optimisation of CRM system over 5 releases *implementation of an enterprise MI and BI solution. * Smart metering readiness* Meter to cash system replacement feasibility study.Also accountable for leading of the development of the organisations Target Operating Model refresh and supporting the ideation of the 3 year IT Strategy.Led the successful transition of strategic projects into the BAU Change framework as part of the company wide re-structure. Show less

A consultancy role with accountability for group wide Customer Experience, Change Management and Internal Communications across 6 divisions and 9000 team members.Leading on the development of Pendragon's Customer experience strategy including development of an insight framework, development of a balanced scorecard, site diagnostic toolkit to identify and drive improvement to poor performing dealerships , customer engagement programmes, end to end customer journey mapping and leading… Show more A consultancy role with accountability for group wide Customer Experience, Change Management and Internal Communications across 6 divisions and 9000 team members.Leading on the development of Pendragon's Customer experience strategy including development of an insight framework, development of a balanced scorecard, site diagnostic toolkit to identify and drive improvement to poor performing dealerships , customer engagement programmes, end to end customer journey mapping and leading both tactical and strategic improvement and customer experience re-design. Responsible for supporting the executive and divisional leadership teams in defining what it means to be a #1 retailer and defining the multigenerational plan to get there. Programmes/projects:- Company wide customer complaints experience re-design.- business change portfolio reconciliation- Development and Launch of new company wide employee recognition programme- People strategy ideation and programme management Show less

Responsible for leading a workstream made up of over 90 Business Improvement Practitioners and Expert Operational resource in the mapping and customer centric improvement of the companies 6 Customer Journeys. Adopting Kaizen methodology to drive out quick and sustainable improvement while engaging the business at all levels to create and environment of continuous improvement. Led the team to build a platform for enduring customer centric transformation, total re-design of hero journeys and… Show more Responsible for leading a workstream made up of over 90 Business Improvement Practitioners and Expert Operational resource in the mapping and customer centric improvement of the companies 6 Customer Journeys. Adopting Kaizen methodology to drive out quick and sustainable improvement while engaging the business at all levels to create and environment of continuous improvement. Led the team to build a platform for enduring customer centric transformation, total re-design of hero journeys and delivery of over £22m of operational efficiency savings in 12 months. Show less

To design, develop and manage a dynamic, proactive and results led customer experience design and marketing communications strategy. Supporting delivery of the government mandated Smart meter programme across all business areas (Domestic, SME and I&C). Direct line management of 7 experts covering trials, voice of the customer, journey design and marketing. Responsibilities included:• Detailed planning, design and stewardship of a customer experience design which will deliver… Show more To design, develop and manage a dynamic, proactive and results led customer experience design and marketing communications strategy. Supporting delivery of the government mandated Smart meter programme across all business areas (Domestic, SME and I&C). Direct line management of 7 experts covering trials, voice of the customer, journey design and marketing. Responsibilities included:• Detailed planning, design and stewardship of a customer experience design which will deliver robust end to end experience. • Coaching and support of direct reports to develop the knowledge and skills required to be effective.• Ownership of Smart Customer Contact Strategy and Management plan to ensure coherence of customer communication• The key interface into the wider programme I am responsible for ensuring the alignment of objectives, deliverables and plans to support a coordination approach to programme delivery. • Representative on Government steering groups. • Development, implementation and management of the Smart integrated marketing communications strategy and implementation of activity across multiple media channels. Responsible for ensuring integration of activity and message to drive increased efficiency and effectiveness. • Definition of customer research requirements to feed future Smart programme communication activity. • All Smart customer communications ensuring our messaging strategy /existing customer proposition is communicated consistently and supports both business targets and the overall customer experience strategy. Show less

- Working with the Energy Services SMT to suport in the development of strategic change plans and change roadmap for people, process and systems. - Establishing priorities based on value, creating proposals for the level of investment appropriate for each business unit, managing the balance between funding and value. - Delivery of major change programmes to time cost and qualityA short tactical role to help steer the business in effective change planning.

Lead a team of CI Practitioners (Black Belt & Green Belt) covering 10 operational sites across the UK. My key responsibilities are to:- develop opportunities with Executive and Senior Management level stakeholders and ensure the most appropriate resource and approach is deployed. - Lead end to end strategic reviews. - Research, develop and launch key concepts and approaches supporting sustainable operational excellence. - Manage relationships through cross functional and cross… Show more Lead a team of CI Practitioners (Black Belt & Green Belt) covering 10 operational sites across the UK. My key responsibilities are to:- develop opportunities with Executive and Senior Management level stakeholders and ensure the most appropriate resource and approach is deployed. - Lead end to end strategic reviews. - Research, develop and launch key concepts and approaches supporting sustainable operational excellence. - Manage relationships through cross functional and cross company communities of practice. - Training, coaching and accreditation of Business Improvement practitioners. Led a project team working on process re-design for the end to end Residential Home Movers customer journey to optimise customer experience, data quality and debt collection. Optimised process will deliver £34million of working capital and bad debt benefits. Leading on the management of npower’s Business Improvement Techniques Accreditation framework with responsibility for training, coaching and assessing delegates to NVQ level 3 standards (Green Belt) and verification of assessors. Presented at the 2011 IQPC Profit through Process Conference on the future of certification for lean sigma practitioners. Show less

To drive forward the Data Management agenda within npower and work with senior stakeholders to create an organisation that respects the value of data and understands how to manage it effectively. Supported Director of Customer Operations in identification of cross organisation data quality issues using a suite of data quality measurement tools and the formation/leadership of projects that would serve to address them.

To drive forward the Data Management agenda within npower and work with senior stakeholders to create an organisation that respects the value of data and understands how to manage it effectively. Supported Director of Customer Operations in identification of cross organisation data quality issues using a suite of data quality measurement tools and the formation/leadership of projects that would serve to address them.

Led on the coaching of project managers, business analysts and change agents in the effective delivery of change. First wave coach on the deployment in Lean Six Sigma within the organisation.