Paul Lodwidge

Co-create and deliver simple customer led propositions with teams across Centrica Home to drive customer growth and value for Centrica.

Develop energy products and propositions to meet customers needs and deliver business growth.

Key Achievements

• Launched Fix and Fall tariff with 150k customers signed up, 30% New To Brand, over 200 media articles and my social media activities generating over 500k views
• Launched PeakSave, half price electricity on Sundays, the first mass market flexible energy proposition in the industry
• 1.5m PeakSavers have shifted over 60k MWh of elec, saving 4.2k tonnes of CO2. Won Uswitch Flex Accreditation.
• Delivered strong PeakSave retention benefit of +30% with improved brand perception trust (+3pp) and innovation (+6pp)
• Launched innovative EV proposition called Power Plus with 16k customers signed up to EV smart charging
• Developed and executed the flex energy proposition strategy
• Led the customer proposition and engagement strategy for 2x Supplier Of Last Resort. Rebel Energy customer retention at 73% vs 59% target and Tomato Energy customer retention at 65% vs 50% target.

Lead Rewards, an award winning customer loyalty programme, to retain and grow the customer base through targeted offers.

Key Achievements

• 3.3m sign ups to Rewards
• Delivered strong retention benefit of 29% vs. 25% target
• Delivered 3.5k incremental sales vs. 1.1k target
• Record high JNPS at +20 with free energy days making positive news in media
• 85k Hive products sold and 2.4k above target
• Delivered 50% incremental online account management sign ups and 868k incremental app sign ups (worth £21m)
• Migrated Rewards from PEGA to Unica with improved customer experience and £9m cost reduction
• Integrated gamification, and the first ever AR in loyalty, to drive customer engagement delivering £3m in 3YMP
• Managed and optimised £20m budget to deliver ROI
• Shortlisted for the Global Loyalty Awards
• Won silver award at IPM Awards

Lead the roll out and management of Journey NPS across British Gas.

Key Achievements

• Quantified key drivers of Journey NPS and triangulated with other data sources to identify customer pain points
• Identified £73m cost to serve benefit and £10m 3YMP benefit by addressing customer pain points
• Helped the business realise £8m cost to serve benefit by driving customer centricity across the business
• Won Return on Customer Experience award at UK Customer Experience Awards

• British Gas- Senior Customer Insight Manager (2012-2015)
• EE- Customer Experience Lead (2012-2012)
• British Gas- Research Manager (2008-2012)
• British Gas- Assistant Research Manager (2006-2008)
• British Gas- Brand Insight Analyst (2003-2006)
• British Gas- Call Centre Analyst (2001-2002)
• British Gas- Call Centre Advisor (1998-2001)