Clare Naunton
Role: Regional Lead
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.
Formerly 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
Clare Naunton
Role:
Regional Lead
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.
Formerly 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