Lisa Mclellan Email and Phone Number

• Owner of policy and strategy for vulnerable customers to ensure EDF leads the industry and differentiates the service offering for the benefit of these customers in a commercially positive manner• Owner of all Priority Services Register obligations leading design and delivery across all customer facing channels to identify, capture and act on any signs of vulnerability including ownership of the Personalised Support Service• Owner of Warm Home Discount obligation, leading policy and process design and the positive relationships with Ofgem, DWP and other key stakeholders• Accountable for all external engagement and key relationships across the industry, including particular focus on; Citizens Advice bureau, Ofgem, Energy Networks Association, EDF Energy Trust administrators and trustees ensuring EDF Energy is held in the highest regard in its approach to and performance in supporting vulnerable customers.

• Responsible for all Energy Field Service (EFS) customer complaints, including customer response, reporting, root cause analysis, and driving operational change to deliver improved complaints position. Owner of all regulatory obligations and compliance for complaints activity.• Delivering all internal engagement activity across whole of EFS including design and delivery of engagement strategy including all internal media, events and collateral.

• Manage all channels through which B2C acquire new customers, ensuring they are properly resourced, their performance is optimised, sales targets are achieved and all processes are fully compliant with legal and regulatory requirements• Responsibility for designing and building the customer experience, aiming to delight customers from first contact through to live on supply through all customer touch points and moments of truth• Work with the channel owners to develop innovative ideas, so as to optimise opportunities and stay ahead of the competition, Provide customer experience consultancy and sign off • Deliver all new initiatives across all acquisition channels including new quote and buy platforms, IT change, including Energy Company Obligation (ECO) and Green Deal initiatives.

• Ensure that the highest quality service is delivered and operational management of all residential customers in all aspects of their transfer to or from EDF Energy through the Welcome processes for circa 350 FTE, through all contact channels• Management of telephony performance across Welcome activity ensuring that service standards are met and energy and non-energy sales targets are delivered in line with company product numbers• Lead and promote a consistent approach to performance management and people development ensuring that managerial capability is developed to meet the future needs of the Customer Service business and to encourage a culture of high performing people• Lead Customer Service teams in complaint management, resolution, and prevention. Complaint escalation point within operational business and for executive complaint management• Develop the capability of the operation to meet both current and future service requirements through initiatives such as process efficiency, implementation of new services, evolving organisation structure and enhancement of technology support• As part of the wider Customer Services Senior Management Team, contribute to decisions affecting strategy, development and culture as well as day to day management of the function.

• Responsible for understanding the impacts that the new system and culture have on both staff and customer experience within Pilot• Responsible for all staff experience and engagement activities within Pilot, including assessment of it’s impact on productivity, morale and performance. Design and implementation of staff reward and recognition, staff communications and staff feedback • Evaluating customer experience to understand the impacts across all channels. Mapping customer journeys through core moments of truth and assessing Pilot experience delivery including telephony, letters and touchpoints, promoting a positive experience for customers and making appropriate immediate operational changes required and recommendations for future migrations• Working in partnership with executives, Senior Managers and Business Owners to ensure that the strategic solution provides the significant benefit to the customer. Working closely with the Business Transformation team and Storm team to shape the structure of the change impacts on customers

• Responsible for defining the customer experience, ensuring it is consistent and appropriate whilst in line with our company and brand values and above all, meets the needs of our customers. Serving as a vocal customer advocate and customer champion, across the entire business • Deliver customer experience reviews for all customer journeys and touch points to improve the experience whilst balancing commercial objectives, full delivery of recommendations. • Managing relationship with key stakeholders on the delivery of new products and initiatives to define the best customer experience that maximises the proposition and adds value through the utilisation of customer insight• Behavioural training lead to deliver a differentiated customer experience and drive cultural change as part of Orchard implementation• Customer Experience expert consulting across functional teams to deliver best experience through system design whilst ensuring Orchard benefits case is realised

Previous roles in same dept - CS Operations Manager and Customer Service Manager • Responsible for Customer Service call centre operation within Commercial arm of the business. 9m budget with P&L and OPEX responsibility and forecasting.• Management of inbound and outbound operation for front and back office activities across all channels, telephony, IVR, web, fax and email 50 FTE• Responsible for operation including operational strategy, sales performance, service performance, staff salaries / bonuses, incentives, staff training, quality programme and all customer and staff engagement activities• Development of 5 year strategic plan and implementation, delivering cultural change, service improvement, dept headcount reduction, experience improvement and staff engagement improvement