A key part of the senior leadership team at Energy Locals accountable for key operational functions: Meter Data Management, Billing, Credit & Collections and Customer Success (Hardship, Life Support, Concessions and Vulnerable Customers)

A key part of the senior leadership team on the Retail Transformation Program I was a product owner leading squads to deliver key strategic outcomes for EnergyAustralia. Future Operating Model: Lead a squad to deliver a Business Operating Model that was endorsed by the Customer Executive to transform the customer retail business. Virtual Store Optimisation: Lead a squad to identify opportunities that could be delivered as part of a virtual store to improve customer experience, improved front line staff engagement by reducing customer call back and reducing the transfer of calls to other departments.I delivered a Feedback Loop that enabled the front line team to capture issues or identify risk or opportunities to raise to leadership team for prioritisation to improve the effectiveness of the retail virtual stores.

A senior leadership rotation program to move to different retail business functions every 6 months to further grow leadership skills and deliver key outcomes for the retail business. During this program the roles undertaken were:Go To Market Leader: Responsible for creating a new process for managing initiatives to market. This required aligning and managing stakeholders and shared service capacity to coordinate a release plan for senior leadership team of communications, products and remediation activity sent to customers. OnbyEA Compliance Program Manager -Lead a program utilising agile methodologies that reviewed all obligations applicable for OnbyEA and implementing new controls. Continuous Improvement Leader (Embedded Networks Company) - Identify and delivered operational and reporting improvements to reduce cost to serve through automation and data insights for the Embedded Network Company Seene. Product Owner - Business Data Migration - Lead a team to review and determine strategy to migrate customer data from legacy Billing and CRM platform to new application.

Through Agile Methodology lead squads to deliver key programs for Energy Australia's retail customer business. - Program that delivered key regulatory changes for Best Offer On Bill, which was delivered on time and with no compliance breaches. - Journey Room - Leading a squad reviewing the customer join journey to identify key improvements to existing process to improve the end to end journey for new and move customers.- Compliance Program that was reviewing all obligations across the retail business and evaluate the effectiveness of current controls identifying gaps and recommending and delivering new controls to obligation owners. This reduced the compliance breach risk across the business.