Clare Naunton

Role: Regional Business Lead UK

Company: RWN Group

Location: London / Midlands

Clare Naunton is an experienced business professional with 20+ years in the energy industry with extensive practice in leading complex strategic and behavioural change. Clare delivers tangible results in customer and employee experience, digital, process optimisation and operations within a FTSE 20 business and start-ups.  

With a positive outlook and a strong focus on leadership, Clare is passionate about building high performance teams, strategic relationships and delivery of outcomes. Deliberately collaborative in approach, Clare simplifies complexity. 

At National Grid, Clare led a programme to define and execute the customer ambition, strategy and roadmap for delivery. This included managing a team of CX professionals who worked across the UK business to deliver the cultural, process and technology change necessary using proven CX methodologies and approaches.  

Other highlights include:

  • Advisor to CEO and Executive Teams – implemented high performance team framework, senior executive engagement and new strategic architecture (purpose, vision, values and strategic priorities)   
  • Regular speaker at industry conferences   
  • Led 300 stakeholders to identify the ‘big idea’ to tackle climate change 
  • Developed a start-up business with an e commerce site and subscription model for disposable nappy recycling – appeared on BBC Dragons Den 
Contact Me

Key CX Achievements:

  • Customer satisfaction scores significantly improved from 7.9 to 8.5.  Moving from bottom quartile to upper quartile performance in less than 3 years. 
  • Delivered ROI of 200% for CX initiatives  
  • Improved NPS of +50 points 
  • Employee Experience (EX) as measured by colleague NPS lept by +80 points, through identifying and addressing the internal employee pain points  
  • Developed customer ambition, strategy and implementation roadmap
  • Ensured robust governance arrangement in place from Board level to operational teams to drive the right CX conversations, business approval and action needed
  • Increased CX capability across the organisation to embed sustained change

Clare Naunton

Role:
Regional Business Lead UK

Company:
RWN Group

Location:
London / Midlands

Clare Naunton is an experienced business professional with 20+ years in the energy industry with extensive practice in leading complex strategic and behavioural change. Clare delivers tangible results in customer and employee experience, digital, process optimisation and operations within a FTSE 20 business and start-ups.  

With a positive outlook and a strong focus on leadership, Clare is passionate about building high performance teams, strategic relationships and delivery of outcomes. Deliberately collaborative in approach, Clare simplifies complexity. 

At National Grid, Clare led a programme to define and execute the customer ambition, strategy and roadmap for delivery. This included managing a team of CX professionals who worked across the UK business to deliver the cultural, process and technology change necessary using proven CX methodologies and approaches.  

Other highlights include:

  • Advisor to CEO and Executive Teams – implemented high performance team framework, senior executive engagement and new strategic architecture (purpose, vision, values and strategic priorities)   
  • Regular speaker at industry conferences   
  • Led 300 stakeholders to identify the ‘big idea’ to tackle climate change 
  • Developed a start-up business with an e commerce site and subscription model for disposable nappy recycling – appeared on BBC Dragons Den 

Key CX Achievements:

  • Customer satisfaction scores significantly improved from 7.9 to 8.5.  Moving from bottom quartile to upper quartile performance in less than 3 years. 
  • Delivered ROI of 200% for CX initiatives  
  • Improved NPS of +50 points 
  • Employee Experience (EX) as measured by colleague NPS lept by +80 points, through identifying and addressing the internal employee pain points  
  • Developed customer ambition, strategy and implementation roadmap
  • Ensured robust governance arrangement in place from Board level to operational teams to drive the right CX conversations, business approval and action needed
  • Increased CX capability across the organisation to embed sustained change

Get in touch with Clare

Get in touch