Specialisms

• 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.