Company: Northern Gas Networks
Job title: Customer experience director
Eileen has 15 years experience of working in the utilities sector, and has led the customer strategy team for Northern Gas Networks for the last 7 years. During this time she has been involved in transforming the service delivery of their organisation by really striving to go above and beyond what their customers are expecting. Eileen has led voice of customer programmes, and also conducted extensive customer research. She has experience of working in a heavily regulated environment, but have also spent time with many different organisations outside of utilities, to identify current best practice and future market trends.
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Immediate responses to ‘crises’ such as the Beast from the East Communications to promote engagement The full potential of social media channelsRead more
The changing energy market for customers 1:25 pm
Re-designing the existing network to match changes in demand Improving network resilience to ensure security of supply Reaching decarbonisation targetsRead more