A transformation coach specialising in product management, customer experience and business agility. Working with traditional companies to challenge the status quo.As a key member of the award-winning transformation team at a large utilities provider, I've gained invaluable experience and insights into what it takes to drive successful change at scale. Now, I'm eager to share these lessons with others, so they too can experience the excitement and rewards of transformative change.

S&S is an award-winning specialist change consultancy that deploys expert teams to solve the challenges companies face when undertaking change.By providing the skills, capabilities, people and assets required, they work closely with businesses to cut through the uncertainty of change and co-create unique solutions to help them embrace change as a constant.HIGHLIGHTS- “Embracing Change in our Society” panelist as part of The S&S Change Society Summit 2023- Associate of… Show more S&S is an award-winning specialist change consultancy that deploys expert teams to solve the challenges companies face when undertaking change.By providing the skills, capabilities, people and assets required, they work closely with businesses to cut through the uncertainty of change and co-create unique solutions to help them embrace change as a constant.HIGHLIGHTS- “Embracing Change in our Society” panelist as part of The S&S Change Society Summit 2023- Associate of the Year 2023- Orange Exchange Champion 2024 Show less

Working with one of the UK's largest leisure and tourism companies to catalyse and accelerate their technology transformation through the introduction and incubation of Mission Based Working. By educating, facilitating and coaching I helped the client teams identify the first mission area to prove a different way of working with an exemplar team, and capture & refine the blueprint ready for scaling across the organisation.

Helped design a Service Delivery Organisation and Service Delivery Framework at one of the largest automotive companies in the UK and, through the introduction of Mission Based working, helped begin to unlock business agility from their transformation investment.

A product leadership role within the "I Pay" Customer Journey team with an unwavering focus on creating value for customers through evidence based decisions. Keeping the customer at the heart of all that we do as we look to improve the Payments experience using customer data & insight as well as hypothesis driven experimentation.Later expanding the opportunities to create value for customers across the whole of the "I Consume & Pay" customer journey which covers everything from helping… Show more A product leadership role within the "I Pay" Customer Journey team with an unwavering focus on creating value for customers through evidence based decisions. Keeping the customer at the heart of all that we do as we look to improve the Payments experience using customer data & insight as well as hypothesis driven experimentation.Later expanding the opportunities to create value for customers across the whole of the "I Consume & Pay" customer journey which covers everything from helping customers to manage meter readings, understand their bills and usage, making and managing payments, and supporting customers who are unwilling or unable to pay.KEY ACHIEVEMENTS- Creation of Account Summary page to help customers with bills and payments resulting in a 230%+ increase in customers using online options to self manage their Direct Debit, reducing likelihood to contact by 25%.- Welcoming 535k customers from 5 failed suppliers as part of the Supplier of Last Resort (SoLR) process. Helping to reduce billing contact by 40% through an experimental approach with improved communications.- Introducing self serve functionality to set up Direct Debits with 100k customers taking the option instead of contacting.- Supporting customers through the energy crisis by helping them to self increase their payments in line with price changes, a 40% reduction in contact through a customer focused approach.May 2022-July 2022 stepped away from role to help mobilise and support newly created Customer Journey teams. Through facilitation, coaching and mentoring helping over 100 colleagues across "I Need an Install", "I Buy, Stay, Upgrade" and "I Move, Leave" to form as teams, and introduce the new Ways of Working principles and practice so they were set up for success.From July 2022 stepping into "I Buy, Stay, Upgrade" Customer Journey team as Customer Lead with an initial focus in making it easy and attractive for customers to have multiple products with Shell Energy Retail. Show less

Product Owner for the Monthly Direct Debit transformation initiative. Collaborating with multiple stakeholders to act as the voice of the customer. Providing strategic vision to development teams in creating an automated and scalable direct debit process that is transparent in allowing customers to efficiently manage payments to cover usage.Key Results: Reduced customer contact rate by 36% through the creation of a new direct debit engine with an improved algorithm, automated processing… Show more Product Owner for the Monthly Direct Debit transformation initiative. Collaborating with multiple stakeholders to act as the voice of the customer. Providing strategic vision to development teams in creating an automated and scalable direct debit process that is transparent in allowing customers to efficiently manage payments to cover usage.Key Results: Reduced customer contact rate by 36% through the creation of a new direct debit engine with an improved algorithm, automated processing and more effective email communications as well as a self serve tool for both customers and agents to calculate and adjust monthly payments via their online account and mobile app. Show less

Following the rebrand of First Utility to Shell Energy, I played a key role in the coordination of the rebrand of all automated and batch Email and Paper mailings (inc. Bills and Statements) and the sending of the Launch Comms to our customer base of 700k+ customers.

Alongside my role as Improvements manager (expanded to include Billing Operations, Prepay, Onboarding, Credit Management and Payments) I have also taken on management of the Bill Media and Communications team. Responsible for the controlled sending of email and paper customer communications as well as the maintenance of the format of invoices and statements. Leading direct reports in both the UK and Poland. Working with key stakeholders in London and Coventry as well as relationship management… Show more Alongside my role as Improvements manager (expanded to include Billing Operations, Prepay, Onboarding, Credit Management and Payments) I have also taken on management of the Bill Media and Communications team. Responsible for the controlled sending of email and paper customer communications as well as the maintenance of the format of invoices and statements. Leading direct reports in both the UK and Poland. Working with key stakeholders in London and Coventry as well as relationship management with a number of 3rd party contracts. Show less

Leading a small team facilitating the Transformation of the end to end Billing process• Using Reporting and Analysis to drive improvements to processes within the Billing Operations department• Co-ordinating the delivery of initiatives to automate key activities within Billing Operations• Utilising workshops and employee surveys to identify opportunities to improve the design of the bill itself• Tracking pre and post implementation benefits/risks• Creating reporting and… Show more Leading a small team facilitating the Transformation of the end to end Billing process• Using Reporting and Analysis to drive improvements to processes within the Billing Operations department• Co-ordinating the delivery of initiatives to automate key activities within Billing Operations• Utilising workshops and employee surveys to identify opportunities to improve the design of the bill itself• Tracking pre and post implementation benefits/risks• Creating reporting and Dashboards to support managers across Billing Operations to monitor performanceRole expanded in 2018 to include Prepay, Onboarding, Credit Management and Payments. Leading a number of improvements initiatives across the department. Show less

Alongside my role as Billing Improvements Manager I have taken on an opportunity to lead the Billing Assurance and Controls team as maternity cover. Responsibilities include: • Decommission of the legacy billing systems• Implementation of reporting to monitor the accuracy and efficiency of all processes within the Billing Operations department• Maintenance of a Process Documentation Library as well as Risk and Incident Management• Root Cause Analysis and Prevention of issues… Show more Alongside my role as Billing Improvements Manager I have taken on an opportunity to lead the Billing Assurance and Controls team as maternity cover. Responsibilities include: • Decommission of the legacy billing systems• Implementation of reporting to monitor the accuracy and efficiency of all processes within the Billing Operations department• Maintenance of a Process Documentation Library as well as Risk and Incident Management• Root Cause Analysis and Prevention of issues that result in unbilled accounts or billing disputes Show less

Manager of a newly created Billing Services team providing ownership and accountability for resolving customer and commercially impacting billing issues preventing the accurate and timely generation of customer invoices. Overseeing the investigation and provision of solutions to aged and escalated issues driving down unbilled revenue and customer complaints and contact.

An Agile Business Analyst within the Software Development department working to initiate, shape, design and deliver system solutions that meet the business needs.Taking an important role in a number of Projects including the successful implementation within First Utility of industry wide changes for RMR and Quicker Switching.• Working closely with the business and support the software development team to document, design and deliver cost effective and high quality systems within… Show more An Agile Business Analyst within the Software Development department working to initiate, shape, design and deliver system solutions that meet the business needs.Taking an important role in a number of Projects including the successful implementation within First Utility of industry wide changes for RMR and Quicker Switching.• Working closely with the business and support the software development team to document, design and deliver cost effective and high quality systems within the required timescales• Actively engaged with various diverse groups to help define priorities and help manage the product and sprint backlog• Acting as the central conduit between the business and the IT development team to ensure a common understanding of requirements, priorities & solutions• Driving and challenging business units on their assumptions of how they will successfully execute their plans• Collaborating with developers and subject matter experts to establish the technical vision and analyse trade-offs between usability and performance needs• Liaising between the business units, technology teams and support teams Show less

Process Analyst supporting Management in the creation of the "Onboarding" team responsible for Registrations, Losses and Change of Tenancy. • Writing complex queries and stored procedures utilising SQL Server and SSRS software in order to implement automated reporting to measure teams KPI’s and analyse data to be communicated to the executive team.• Using Process Modelling techniques to conduct gap analysis on existing processes in order to suggest improvements and reduce Cost to… Show more Process Analyst supporting Management in the creation of the "Onboarding" team responsible for Registrations, Losses and Change of Tenancy. • Writing complex queries and stored procedures utilising SQL Server and SSRS software in order to implement automated reporting to measure teams KPI’s and analyse data to be communicated to the executive team.• Using Process Modelling techniques to conduct gap analysis on existing processes in order to suggest improvements and reduce Cost to Serve.• Working closely with the PMO, Software Development and Architectural teams to define requirements using a number of methods including User Stories and INVEST Principles. Assisting with the implementation of a new Customer Care and Billing system.• Designing and maintaining test plans to be executed by the UAT team. Conducting testing for new functionality to ensure sign off for Operational Readiness.• Managing multiple work streams across several projects taking on the role as Business Analyst to lead process design changes and streamlined solutions.• Creating and maintaining a roadmap to help demonstrate the prioritisation of development requirements.• Utilising skills obtained in Management Training Course in order to deputise for Team Manager. Show less

• Working closely with internal teams to identify and maintain the accuracy of data. Identifying viable alternative data analysis and reporting specifications for automating processes.• Developing tools and designing processes using complex Excel skills, Macro’s and Postgres SQL knowledge in order to automate processes.• Managing multiple business processes including data discrepancies, Billing and Credit Control issues.• Designing and developing reports in order to be communicated… Show more • Working closely with internal teams to identify and maintain the accuracy of data. Identifying viable alternative data analysis and reporting specifications for automating processes.• Developing tools and designing processes using complex Excel skills, Macro’s and Postgres SQL knowledge in order to automate processes.• Managing multiple business processes including data discrepancies, Billing and Credit Control issues.• Designing and developing reports in order to be communicated to high level management and across the business. • Managing priorities and time effectively in order to maintain a large workload and deliver multiple projects ahead of deadline.• Working with various teams to ensure that our internal systems line up with industry data. Investigating discrepancies and working with external parties to ensure all exceptions are resolved.• Developing and managing a “Get Well Plan” for Change of Tenancy backlog. Using resource planning and performance management skills in order to ensure targets were achieved. Show less