Lisa Moran


07850 114847


  • Operational Excellence
  • Transformation
  • Continuous Improvement

As a Director at BFY, Lisa leads client engagements with a focus on operational excellence, transformation, and continuous improvement. Lisa helps clients to solve complex operational problems, and unlock value through improving customer outcomes, and employee satisfaction.

Lisa has over 30 years' experience in Utilities, holding Director level roles in Operations, Customer Service, and Transformation, at the largest Retail Energy and Water companies in the UK.

Lisa’s background covers smart metering, billing, customer service, IT operations and debt collection. Lisa’s focus is on delivering exceptional customer outcomes, through building successful high performing teams.

Some examples of Lisa’s recent work include:

  • Having operational responsibility for the implementation and benefit delivery of a new billing and CRM platform, at a major Water retailer. This involved the successful migration of customer, metering, and cash data, optimising billing and collection processes to increase revenue, and reduce Bad Debt, while ensuring regulatory obligations were upheld.
  • Leading a Customer Transformation programme at a large Retail Energy company, delivering efficiencies across back-office operations, leading to a 50% reduction in FTE, ~£8m p.a. reduction in cost to serve, and 50% reduction in unbilled revenue. This was achieved through process engineering, automation opportunities, and a relentless focus to remove customer pain points that caused dissatisfaction.
  • Responsible for setting up the smooth-running of 24/7 smart network operations in the UK, enabling > 1bn messages across the network each month, to support the roll out of smart metering. This involved implementing customer journey tracking to ensure operational focus on customer outcomes, and a culture across operations of delivering continuous service improvements.

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Meet The Team

Our Operations and Service Team

Small headshot image of Jon Vincent, Senior Manager at BFY Group.

Jon Vincent

Senior Manager

Jon helps clients resolve problems with billing, settlements, and customer service.

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Jonathan Paton

Senior Manager

Jon specialises in Customer Operations leadership, customer contact, and operational service delivery transformation/improvement.

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Lauren McCullough


Lauren leads our clients through Operational Excellence, Lean Transformations and Continuous Improvement activity.

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Louise Willumsen

Senior Consultant

Louise helps clients to achieve Operational Excellence, and specialises in driving continuous improvement through sales and retention performance, and process efficiency.

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Arek Swedrowski

Senior Consultant

Arek helps clients to achieve Operational Excellence with demand reduction, performance improvements, and process optimisation.

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Natasha Lunt

Senior Consultant

Natasha helps clients to improve their operational processes and business performance, through planning and performance tracking.

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