Experience

Sirio

• United Kingdom
• Business Consulting and Services
• 1 - 100 Employee

• Senior Associate

  • Oct 2022 - Present

  Working with utilities, policy makers and regulators to make the transition to Net Zero effective and efficient, leaving no customer behind. Working with utilities, policy makers and regulators to make the transition to Net Zero effective and efficient, leaving no customer behind.



Saxon Weald

• United Kingdom
• Non-profit Organizations
• 100 - 200 Employee

• Customer Experience Lead

  • Jan 2020 - Sep 2022

  - Created organisation's first customer voice programme - Responsible for customer contact and leading customer contact teams - Led the development of customer first strategies - Led business operational response to covid - Member of senior manager change programme to deliver customer led change - Key stakeholder in digital transformation - Created organisation's first customer voice programme - Responsible for customer contact and leading customer contact teams - Led the development of customer first strategies - Led business operational response to covid - Member of senior manager change programme to deliver customer led change - Key stakeholder in digital transformation



British Gas

• United Kingdom
• Utilities
• 700 & Above Employee

• Senior Consumer Vulnerability Manager

  • Jun 2016 - Sep 2019

  Lead the strategic thinking and delivery for ensuring the business demonstrate best practice in safeguarding and looking after customers in vulnerable circumstances. This includes working with external partners to bring insight back into the business including charities, government and industry as well as ensuring the correct levels of governance are in place to manage risk and responsible business practices. Such achievements form part of the business' central corporate responsibility and sustainability agenda. Core deliverables to date include:- Rolled out a new vulnerability policy and set of standards across the business.- Led the establishment of a business-wide governance process for protecting consumers in vulnerable circumstances, doubling stakeholder involvement.- Driving forward digital inclusion agenda - Contributed to industry reports aimed at improving service for vulnerable people including the Money Advice Trust, the Money and Mental Health Policy Institute and the Children’s Society.- Managed cross-Corporate Affairs communications campaign reaching political, media, consumer stakeholders achieving the annual highest engagement results- Won the individual Young Energy Professional Customer Focus award for instigating and driving the roll out of the Dementia Friends programme across the business to 20,000+ employees and through community initiatives- Led the utility industry guidance for becoming dementia friendly as part of the Prime Minister’s challenge on dementia, presenting at the launch alongside the Secretary of State- Setting up and managing the group wide governance for vulnerability defining the corporate strategy and approach- Creating and maintaining policy and standards for the business to take clear guidance from and putting in place key performance indicators- Working with charity and research partners, deliver consumer insight to inform operational excellence Show less

• Corporate Responsibility Manager (Vulnerability)

  • Oct 2014 - Jun 2016

  - Developing and delivering Vulnerable Customer Strategy across the business, to meet both obligatory and discretionary targets and objectives. Setting up reporting to ensure key deliverables and KPIs are being met. - Creating employee engagement strategy for CSR programmes

• Assistant Brand Manager

  • Dec 2013 - Oct 2014

  • Manage the strategy and delivery of a series of indoor and outdoor events, driving positive uplift across brand affinity and consideration• Facilitate the change in strategic focus of events to customer services heroing the “Here to Help” proposition rather than a sales focussed approach• Responsible for creating marketing materials• Manage agency to execute events within to achieve the highest value and best customer experience• Grow and develop the channel through cross-business stakeholder management, securing additional budget and resource for live events to deliver a customer focussed product offering Show less

• British Gas/Centrica Graduate Scheme

  • Sep 2011 - Dec 2013

  Assistant Product Development Manager (9 months)Working in British Gas New Energy:• From concept mapping to product launch, managed the end to end process of product development; supporting the business in meeting its Energy Company Obligation (ECO) targets within a highly regulated field• Developed and facilitated strategy for ECO propositions• Managed charity partner to launch a flagship partnership propositionAssistant Marketing Manager (9 months)Working in the Dyno Services franchised business operation:• Led the internal communications and engagement programme for Dyno sponsored Tough Mudder events• End-to-end delivery of local marketing collateral for franchise network• Delivered optimisation programme for online directoriesAssistant Loyalty Manager (9 months)This role was spent working on the British Gas and Nectar partnership:• Online and offline campaign management• Developed social media strategy• Managed re-design of new website pages for sales channels to drive engagement Show less



British Gas

• United Kingdom
• Utilities
• 700 & Above Employee

• Corporate Responsibility Advisor

  • Sep 2010 - Jan 2011

  • Managed events across the UK for both external and internal stakeholders on fuel poverty, community programmes and third party partnerships• Led internal and external parties including public, private and third sector stakeholders to deliver a pilot initiative for helping vulnerable customers• Produced annual Corporate Responsibility review sent out to 30k employees

• Marketing Internship

  • Jun 2010 - Aug 2010

  • Managed the rebranding of statutory leaflets. • Event Co-ordination