Highly energetic, innovative leader - passionate about creating great customer experiences combined with improved operational efficiency, & negotiating enhanced regulatory & commercial policy at a national level.Over 20-years leadership experience, including at Board level, in a 24/7 service industry critical to everyday life & the economy, operating in a highly regulated, service incentivised environment. Known for creating a sense of urgency & an exciting working environment, but with vital attention to detail, simplifying the most complex arrangements, & bringing strategy to life to positively engage customers, regulators, employees & service providers at all levels. Good public speaker, leading media positioning & stakeholder engagement at all levels, including crisis management.Extensive experience of managing complex trading arrangements and implementing IT programmes to deliver business critical applications for improved customer service, operations, & trading; securing associated business benefits. Experience of prospective acquisition due diligence & delivering post acquisition/merger organisational structure & benefits realisation. A Vice President of the Institute of Customer Service since 2012, promoting the development of cross-sector service standards, skills, training & best practice sharing.