Paul Webster - Cmgr Mcmi / Ba Email & Phone Number

Sheffield, England, United Kingdom

Defining go to market blueprint for new product launches.Delivering transformation initiatives to support Tes' transition to a true SaaS organisation.Leading integration projects of SchoolCloud, Orovia and The Safeguarding Company.Leading the MS 365 Programme including MS Teams and SharePoint deployment.

Leeds, United Kingdom

Responsible for identifying and scoping the changes within the Transformation Portfolio to realise the 2023 Target Operating Model.- Developed the transformation roadmap for the Risk, HR, Product and Transformation divisions- Completed a bottom-up resourcing analysis securing Board approval for £1m incremental resourcing to scale the organisation to deliver the TOM- Created the organisation RACI that embedded agile delivery teams within Transformation- Built and embedded portfolio prioritisation modelling into the Society

Leeds, United Kingdom

Accountable for building the transformation plan to achieve Field Operations & Consumer Operations Target Operating Model.- Developed the blueprint for the £90m Field Operations People Programme - Completed the detailed design and led the project definition and resource requirements gathering for the £53m Field Operations Productivity Programme- Built the test & learn plan, scaled-up benefits case, secured sponsorship approval and mobilised delivery of a pan-business unit support services function w. £2m investment costs

Rotherham

Responsible for developing, growing and owning the top-line product range for British Gas Business Services:- Owned the development, launch and optimisation of the flagship product range for British Gas Business Service "Business Care"- Opened up the Third Party Intermediary market for British Business Services including scoping and launching the first energy and services bundle delivered by British Gas for commercial customers- Delivered journey improvements that delivered a 20 point increase in NPS- Scoped and launched tactical propositions including no-call out discounts and winter coverage requiring the leadership of an operation of 300, as well as marketing and digital teams - Delivered the migration of a customer base contributing to 10% of British Gas Business Services' customers from one system to another with retention 35% above forecast

Rotherham

Responsible for managing the Renewal & Retention operations team to reduce churn and developing an end to end journey that delivers for its customers:- Set up and directly managed a customer-facing operational team to address customer churn- Utilising Six Sigma methodology to deliver a customer journey that improved customer retention by 5%- Operationally managed the first digital sales journey for commercial services customers providing a multi-channel renewal operation

Responsible for delivering full Journey NPS across each British Gas business unit via agile/hybrid project approach:- Implemented service recovery initiatives for all customers who expressed dissatisfaction in response to NPS surveys proving the ROI of investing in this activity- Project Managed the delivery of complex and critical Information Security recommendations requiring leadership of technical IS stakeholders- Project Managed the launch of Journey NPS surveys across British Gas to enable the collection of 250,000 customer responses each year and providing a uniform metric to measure customer performance

Responsible for overhauling current Management Information to enable Operations Manager to drive a high-performing culture within British Gas New Energy:- Delivered tailored and personalised agent score cards to empower them to manage own performance.- Led the changes to systems that enabled the delivery of email NPS.- Produced comprehensive and insightful analysis into touch points across customer journey to enable revised contact strategy and investment in the most effective type of customer comms.

Bachelor’S Degree, History, 1St Class

Activities and Societies: University Ambassador Member of Union Parliament History Course RepresentativeGraduated with a 1st in History..

Education record

English Language (A Level) General Studies (A Level) History (A Level) Psychology (A Level) English Literature (A Level)

Education record

11 GCSEs A* - A including: English Language - A English Literature - A* Mathematics - A