10/23 - CurrentProduct Specialist for one of the UK’s largest gas and electricity suppliers, supplying over 4million customers and a work force of over 8000. On a programme designed to transform field digitally, reduce cost to serve, improve NPS, and reduce carbon footprint. Implementing a machine learning and AI based forecasting and capacity management solution to manage complete workforce operations on a Microsoft Dynamics platform, being the UK’s largest field service implementation.

Leading business readiness and change implementation of an energy industry wide reform of the existing switching arrangements from 21 days to 1 working day for the UK’s second largest energy supplier in a volatile market. Working cross functionally and providing regular reporting across a multitude of stakeholders internally and externally including governing bodies to enable a successful implementation. Translating complex project requirements into simple deliverables, whilst understanding business areas and Product Owners requirements to build and deliver processes in a compliant way which are also aligned to business strategy.

A trusted and focused business readiness and change delivery specialist working within the Agile 2021 programme to support delivery of value delivery items within Direct Debit, designed to improve customer experience, improve cash flow and reduce Direct Debit debt.

A Trusted and focussed business readiness and change delivery agent working closely with the Value Deliver Lead and Product Owner to support delivery of value delivery items. • Responsible for the design and delivery of a diverse Vulnerability Simplification training package supporting all learning styles, empowering advisors to decide on when a vulnerability conversation is appropriately relevant to the customer’s needs, in line with OFGEM SLC 26 whilst governing the roll out plan. delivering 100+ FTE benefit, a 12 point uplift in NPS and receiving excellent feedback from Customer Service Advisors all whilst in the midst of a world wide pandemic.

To review complaint resolutions offered by areas of the business to ensure corrective, fair and reasonable.

Managing and resolving complaint demands specifically relating to SMART meters

Resolving customer demand relating mainly to SMART metering