Thomas Nicholas Email & Phone Number

London, England, United Kingdom

Brighton And Hove, England, United Kingdom

Brighton, United Kingdom

Co-founded domestic energy retailer, TOTO Energy. In August 2016, I led the design and delivery of core infrastructure from high level architecture to system implementation and market entry resulting in January 2017 controlled market entry with the most diverse product offering of any start-up supplier. At peak, TOTO supplied over 245k meterpoints nationwide. Alongside energy supplier responsibilities, I was instrumental in the set-up of a sister smart meter installation business. In April 2017, Magnum Utilities began installing Secure SMETS 1 meters and now installs over 1k SMETS 2 meters a week. I led an internal team of 130 across core operations - Technology, Customer Care, Industry Operations, Billing & Collections, Business Process and Regulation, as well as 80 outsourced seats.- Led successful Series B investment process, including information memorandum IM development, data room, financial due diligence and legals.- Responsible for key partner supplier management– Gentrack Junifer CRM, Smart metering, payments infrastructure providers, outsourced service and digital development.

Brighton, United Kingdom

- Led implementation and customisation of Junifer CRM- Architecture and experience design, delivering customised journeys for tele, field and web sales through a single platform. Platform enrolled in excess of 50k customers/100k meter points in yr 1.- Supplier negotiation and technical implementation providing a suite of payment options; Legacy Direct Debit (GoCardless), Legacy Electricity PPM (Itron), Legacy Gas PPM (Siemens), Smart Direct Debit (Secure, GoCardless), Smart PAYG (Secure, GoCardless, PayPoint).- Architecture and experience design to deliver logged-in service experience, including but not limited to communications, billing, meter reads, FAQ centre, live chat (LiveChat Inc.)- Responsible for governance and implementation of core system and process change.- Responsible for key partner supplier management– CRM, Smart metering, payments infrastructure providers and digital development.- Led the effort to enable TOTO to acquire, service and install SMETS 2 smart meters – ISO27001 compliance / CIO audit / DCC Adapter integration. - Led design, delivery and integration of a Smart appointment scheduling toolset.

- Led customer experience transformation across SSE's Retail business - Energy, Phone & Broadband and Home & Essential Services.- Led change programmes in key moments of truth - home moves and fixed tariff renewals - resulting in significant inbound deflection and customer retention.- Led changes in Smart metering booking and installation experiences - reducing customer effort and improving digital engagement.- Combined communications, social, digital and mobile to develop omni-channel experiences.- Represented SSE at Smart Energy GB industry forums.

Brighton, United Kingdom

Customers, B2C Transformation.- Led a team of OE practitioners in identification and implementation of multi channel service improvement.- Drove customer and financial benefits by leading 500% growth in Live Chat service interactions.- Developed Live Chat to be service lead in NPS and CSAT.- Delivered call time reductions and improved retention through redesign of customer journeys for key moments of truth.

Brighton, United Kingdom

Customers, B2C Marketing.- E2E product and process design enabled by the roll out of Smart meter technology in the UK.- Led business casing and proposition development of Smart payments strategy design.- Commissioned qualitative and quantitative research through product development lifecycle.

Brighton

American Express Technologies, Technology Transformation.- Helped internal technology, business and finance partners understand technology tools and processes.- Sole organisation representative in EMEA.- Delivered face-to-face and virtual consultancy on Project Management practises and tools.- Particular focus on CA Clarity use as a resource, project and financial management tool using SDLC Waterfall and Agile methodologies.

American Express Technologies, International Consumer Card & Small Business Services.Investment management of a global $100m+ portfolio.- Tracked and reported investment portfolio against budget, forecast, schedule and opportunities/ risks.- Managed investment process with Directors from Marketing and Technologies.- Established investment governance processes and principles, subsequently implemented across organisation.- Consultant to PM resources in maintenance of enterprise portfolio management system.- Partnered with Directors, Portfolio Managers, Lead PMs to lay out business capability roadmaps for strategic investments.- Promoted portfolio and business management best practices worldwide.

American Express Technologies, Capability Planning.Joined through fast-track graduate program. Alongside Technology and Innovation Management MSc studies, worked in Strategy and Solution Definition.- Central coordinator for global application rationalisation and infrastructure uplift effort- Managed analysis and decommissioning process of redundant middleware applications- Ensured applications of strategic importance were prepared for data centre consolidation- Lead project resulting in $2M internal cost saves

Master Of Science (Msc), Technology & Innovation Management (Spru), Distinction

Activities and Societies: Men's Rugby Club 1st XV Roy Rothwell prize for best dissertation in department. MSc. focus on intellectual.

Bsc. (Hons), Molecular Medicine

Activities and Societies: Men's Rugby Club 1st XV

Education record