Combining extensive experience in leading strategic multi-channel customer experience transformation and Board-level Commercial and Corporate Affairs management, I have an engaging and consultative approach. My outcome is to deliver organizational goals for multi-national private and public organizations (B2B and B2C), particularly in challenging environs with complex stakeholder engagement.
As Customer Experience Director at National Grid, I established and developed the customer transformation (organization, strategy, process, culture) which is central to Grid’s strategic goals. I was also the Commercial Director at CalMac, the UK’s major ferry and port operator, and a member of the Board who won two £1b operator contracts and led a largescale IT and Digital project.
At E.ON I was Head of Global Customer Experience, orchestrating the global business and cultural change programme to deliver the customer experience strategy, working at senior level across nine countries (26 million customers). Net Promoter Score results improved significantly in 3 years, cumulative financial benefits were exceeded and Customer Experience is now central to E.ON’s vision and strategy.
Following the completion of my MBA, I held Board-level (2004-08) commercial and corporate affairs roles with Royal Armouries Museum and MP Group.
I enjoy sharing my experiences and have spoken at and chaired various conferences including CX Utilities (2018), Utility Week Energy Customer Conference (2018), Annual Customer Focus Summit (2017), TEN Annual Summit, Customer and Culture (2015), TEN Annual Congress (2015) and SCDI Agile Regulation: Shaping Economic Growth Conference (2015).