Leading the British Gas Services & Solutions Planning function. Responsible for strategic & operational planning and dispatch across all BGS&S engineers including Service & Repair, UK installs & Smart Metering

HPD Engagement to transform the Planning capabilities within British Gas Services to improve customer service and field effectiveness. Activities' included full diagnostic of planning performance, solution identification and deployment of quick wins and larger transformational improvements into the business. Initial results included 40% reduction in total reschedules and 60% reduction in Broken Promises

Joel founded HPD Partners as a specialist consultancy focused on business improvement, analytics and operating model design across mobile workforce, contact centre and sales functions. Industry focus is business services and utilities, clients have included Centrica, RAC across various roles in these businesses

Leading the transformation of business intelligence and analytics across Openreach Service Delivery, focused on transitioning Openreach to being an insight led organisation via improved BI, adoption of machine learning and fit for purpose data infrastructure. Lead for Insight Transformation Programme delivering the design and role out of innovative Qlik Dashboards and other insight solutions across 15k users. Strategic re-design of the data and analytics operating model within Service… Show more Leading the transformation of business intelligence and analytics across Openreach Service Delivery, focused on transitioning Openreach to being an insight led organisation via improved BI, adoption of machine learning and fit for purpose data infrastructure. Lead for Insight Transformation Programme delivering the design and role out of innovative Qlik Dashboards and other insight solutions across 15k users. Strategic re-design of the data and analytics operating model within Service Delivery, focused on enabling teams to fully leverage the power of the data available to inform and automate decision making. Show less

Joel set up and lead the Centrica Field Operations Analytics Team. This team lead all bespoke analytics and business improvement activity for Centrica Field Operations (10k Engineers)Key activities included: operational analytics, Workforce optimisation, business transformation, reporting transformation and operating model design

Joel lead the operating model design for Field Operations as they restructured from 6 separate field forces into a single operating unit with over 10,000 front line engineers and contractors. Key activities included Operating model design, development of labour strategy, cost reduction analytics. Field Operations went on to successfully realise multi-million pound savings from improved efficiency of operations

Joel set up an internal analytics team with BG Boiler installations and lead various success transformation activities over a number of years. These included:Sales funnel lead leakage programme Procurement and deployment of new scheduling system for sales forceSelf Optimising Installation job time algorithmCommercial analytics including full cost to service, price elasticity and discount optimisation