Rebecca Pearson Email and Phone Number

Digital Product Manager responsible for Home Owner Services. This role covers the full life cycle of Home Ownership from purchasing a Shared Ownership property, the in life management of the home( Staircasing, Service Charges, alterations and everything in between) right through to the resale of the property. My responsibilities include the SO Resi website, MTVH.co.uk/Online for Home Owners and Salesforce CRM for our Home Owner colleagues.

Local Councillor and Cabinet Member for Residents Services (2019-2023), representing 9,000 residents and working with multiple stakeholders and statutory authorities to find solutions to challenging issues. Executive responsibility for 4 years for waste collections, parking, leisure services, grounds and streets maintenance, revenues and benefits service as well as service improvement and customer experience with a portfolio budget in excess of £5million.

Currently leading 4 Product Managers across 4 cross functional product teams with accountability for driving digital adoption and channel containment across our customer base of 4 million.Key Achievements- Roll out of a transformational Direct Debit review process resulting in a circa £60 million cash benefit ensuring a positive customer experience whilst maintaining the balance of commercial success- Lead on the returning of excess customer credit to a base of 1.2 million totalling over £100 million in response to decreasing Energy wholesale costs and supporting our customers in a cost of living crisis- Sustained Increase in our Monthly active user base across our MyOVO app from 10% to 15%- Simplification of our Billing experience across our logged in web and app experience,increasing channel containment and CSAT

The evolving need to digitise key services resulted in substantial changes to the SSE target operating model. This role had responsibility for standing up a brand-new Business Change capability researching and implementing best practice and collaborative working across the Digital function and the wider business through this change, underpinning our move to a product-led, rather than project led- process. Key achievements were the delivery of two significant business change support projects - the ‘My SSE’ app and introduction of Web Chat across our digital estate, leading to substantial reductions in our cost-to-serve.With the sale of SSE Retail to OVO, the role expanded to lead the transition of the SSE Digital Studio to the wider OVO Product and Engineering function. Reporting into the Head of Data and Digital Transformation, key responsibilities were to own the delivery of multiple change projects across our Studio of circa 150 employees. Working with senior stakeholders to understand requirements and considering the strategic impacts, assessing business readiness and delivering the programme of change within the Studio working against a backdrop of unknowns.

Leading a team of Digital Project Managers and Specialists across multiple locations. Key achievements building a successful Change Delivery Model, enabling a team of Change Specialists to deliver hundreds of change projects efficiently, whilst embedding agile practices and ways of working against a backdrop of wider waterfall delivery in the retail business.Responsible for the holistic view of all change across SSE Digital, working with stakeholders to agree priority across multiple concurrent needs. Successfully led the transition of the team and projects to our newly formed Product Management capability.

Reporting to the Digital Inception Manager with responsibility for delivery of multiple high-profile change projects. This included prioritisation of requirements, securing resource, stakeholder management and managing communications, risks and issues across digital teams.

Key responsibilities of this role were to identify and implement process improvements using the A3 lean methodology with a focus on improving performance and reducing cost to serve.