Coventry, England, United Kingdom
I’m a dynamic product leader with 15+ years of experience leading teams to deliver great customer experiences across the energy, water and financial services sectors. I helped Shell Energy to get to the top of the Citizens Advice energy suppliers’ customer service rankings. Some examples of what the team achieved under my leadership - Redesign of the digital payment experience based on customer behavioural data. This reduced failed payments from 17.5% to 2.1% and introduced new features including the ability for customers to save their card details. Overall this improved digital payment customer satisfaction by 30% and reduced customer contact by 100 contacts / week - Improved digital meter read journey by implementing a new simpler journey which didn’t require customers to log in and provided a much simpler, more intuitive experience. This improved customer satisfaction by 15% and increased manual read yield by 6% - Delivered the ‘Faster Switching’ programme shortening switching time from 2 weeks to 2 days improving customer satisfaction by 10%. Rapidly onboarded 500k customers as part of the Supplier of Last Resort contingency achieving a low effort, welcoming experience I get excited about opportunities to help companies deliver great customer experiences by pulling colleagues together and using lean, agile, data-driven approaches.
Developing my capabilities and knowledge through courses covering AI, software development, product strategy and leadership
Led the Kraken Field Scheduling squad to deliver rapid improvements to the fledgling Kraken Field product enabling Octopus Energy Services to install Low Carbon Tech in customers’ homes. Key deliverables include: Developed and communicated a clear scheduling product vision and associated roadmap gaining support across the organisation Introduced Heat Pump and Solar Installation scheduling capability removing the spreadsheet based manual processes Embedded product management practices into the squad including discovery, experimentation and user story documentation Key Achievements in this role 10% increase in Smart Meter Engineer utilisation
Led team of 30 responsible for the digital payment and meter read customer journeys. The objective was to increase customer satisfaction whilst reducing customer effort and the need to contact. Key deliverables include: - Develop contact reduction and continue to pay strategies linked to company goals. Define associated OKRs and develop roadmaps for delivery - Engage with colleagues through leadership sessions and effective internal comms to build confidence and gain commitment to switching and payment vision Primary Key Achievements in this role: - Redesign of the digital payment experience based on customer behavioural data. This reduced failed payments from 17.5% to 2.1% and introduced new features including the ability for customers to save their card details. Overall this improved digital payment customer satisfaction by 30% and reduced customer contact by 100 contacts / week - Improved digital meter read journey by implementing a new simpler journey which didn’t require customers to log in and provided a much simpler, more intuitive experience. This improved customer satisfaction by 15% and increased manual read yield by 6% - Improved team engagement by 10% over 6 months and reduced attrition leading to a more settled team
Led cross-functional team of 10 responsible for the digital switching customer experience. The objective was to reduce customer effort and prevent drop out. Key deliverables included: - Forming lasting partnerships across the business to deliver key regulatory initiatives - Faster Switching and Supplier of Last Resort (SoLR) - Coached team in agile ways of working Primary Key Achievements in this role: - Reduced customer switching time from 2 weeks to 2 days, as part of Faster Switching, driving up customer satisfaction by 10% - Rapid onboarding of 500k customers as part of the SoLR contingency, providing a simple and welcoming experience, maintaining customer satisfaction and effort scores - Improved Scrum team velocity metric by 10% over a 90 day period
Led team of 7 Product Owners and Customer Experience Specialists. The objective was to deliver great customer experiences across mortgage and payments journeys. Key deliverables included: - Formed and spearheaded a group of leaders from across the business to identify, prioritise and deliver change that positively impacted customer experience - Creation and delivery of Customer journey mapping best practice aiding understanding and driving consistency in approach Primary Key Achievements in this role: - Improved Net Promoter Score across savings maturity journey through introduction of self-serve functionality - Reduced customer effort by 10% in mortgage product transfer process through redesign of customer comms and process simplification
Led a team of 3 Business Analysts to deliver key processes and procedures in the Branch Network of the future. The objective was to create a modern, supportive and safe environment for customer and colleagues. Collaborated across 10 different business departments (including security, property and cash management) and over 5 different suppliers. Primary Key Achievements in this role: Developed over 30 new processes for the branch network of the future which were rigorously tested and received positive feedback from colleagues leading to their rapid adoption