Lisa Densley

As a Digital Product Owner I have been responsible for the customer experience and value of a number of journeys within BGEnergy.

Previously the acquisition journey for BGEnegry consumers, for circa 1 million PAYG (Pay As You Go) customers who needed to be migrated to the new account and billing platforms.

Currently my responsibility is for New Energy Connections (Housing Developers) and the Void Care journey which account for approximate 30% of residential energy sales. My main focus has been to create a portal for housing developers giving them visibility and the ability to self serve. Supporting the project delivery of core functionality, identifying gaps within this delivery for future the product backlog.

• Defining the product vision for the journey, roadmap, and overall strategy, ensuring it's aligned with business goals and customer needs.
• Creating, maintaining, and prioritizing the product backlog.
• Communicating with and managing stakeholders expectations across multiple business units at varying levels.
• Collaborating with development teams to ensure alignment on product development efforts.
• Ensuring Operational Teams are supported throughout development and implementation of journey changes.
• Focusing on delivering maximum value to customers and stakeholders and ensuring they align with the product vision.

As a Sales Operations Manager my role was to design, develop and manage the e2e First Bill, Loss and Final Bill processes across both B2C and B2B markets within NEP.

• Design and implement system updates and processes from scratch as well as improvements to any existing journeys.

The objective was to support the successful migration of the BGClassic portfolio of circa 8 million customers, enhance the customer experience through these journeys as well as ensuring regulatory obligations are met.

• Supporting the business vision of being market leaders while reducing the cost to serve.
• Create and develop processes for First, Final Bill and Loss journeys and auxiliary processes e.g disputed reads, price protection etc.
• Using agile methodologies to deliver process changes.
• Manage a team across various locations both in the UK and abroad to achieve high performance results in line with company and industry metrics.
• Collaborate with teams across both the business and partners to deliver business wide initiatives.
• Lead and drive continuous improvement across all aspect of the First, Final Bill and Loss journeys using customer & operational insight and performance review.
• Supporting the design and delivery of the FMRS programme.

After my return from maternity leave, I was part of the management team within the Customer Switching Team.

My role as Commercial Process Design Analyst was to identify gaps, design and implement system and process improvements across the Join & Leave journeys with the objective of enhancing the customer experience, reduce costs while maintaining our regulatory obligations.

I was also responsible for ensuring the commercial initiatives across the business support those same objectives across the Join & Leave journeys.

• Lead and drive continuous improvement across all aspect of the Join and Leave customer journeys.
• Identify opportunities and implement change to reduce the cost to serve across the small business market.
• Collaborate with teams across the business to deliver business wide initiatives that work for both the customer and the switching team across the Join and Leave experience.
• Support the leadership of both Join and Leave teams on and offshore in order to deliver high performance results across both journeys.

In my role as Join Journey Manager my focus was to manage the e2e sales registration processes.

With a small team of high performing agents develop e2e performance metrics, and drive improvement plans across responsible operational teams to deliver high standards for all customer and commercial outcomes.

In addition deliver effective Incident Management across all Customer Journeys, including Sales Channels – prioritising to mitigate impact on customer and business.

• Lead and drive continuous improvement across all aspect of the JOIN customer journey.
• Work within the accountable persons framework, develop performance oversight, improve plans, and establish process controls / governance across the e2e journey.
• Implement effective ‘fix on fail’ processes and develop sustainable resolution plans.
• Deliver effective Incident Management across all Customer Journeys.
• Lead, motivate, engage and support a team of agents to achieve high performance results in line with Company processes; delivering a first class customer service and increase the profitability of the business, whilst remaining committed to treating customers fairly.

• Lead the performance of the team to ensure all identified defects are raised and resolved with the set timescales.
• Escalate and manage to resolution all defects raised by Business Markets Area.
• Provide updates and reporting to senior management.
• Stakeholder management within Business Markets and third parties including Cognizant and offshore teams.
• Design and create compliance reports for Acquisitions and Renewals journeys.
• Identify journey gaps and implement controls to mitigate risks.

• Lead the performance of the Business Markets Hub to ensure all identified defects are raised and resolved with the set timescales.
• Escalate and manage to resolution all priority defects raised to the Business Markets Hub.
• Provide updates and reporting to senior management.
• Stakeholder management within Business Markets and the wider business on behalf of the hub team.
• Manage floorwalker resource to ensure all areas with Business Markets have required supported when needed.
• Provide ad hoc data analysis and training material.