Mark Alfer is Head of Growth UK at Echo Managed Services, working with water companies across the UK to shape and deliver transformation programmes that improve customer, billing and revenue services. With more than 20 years of experience in business transformation and customer service innovation, Mark helps utilities address the challenges of affordability, customer vulnerability and evolving regulatory expectations. His experience spans customer operations, debt and collections, digital engagement and large-scale operational change, supporting organisations to improve customer outcomes while delivering sustainable operational performance. At Echo, Mark works closely with water companies to align business strategy, technology and service delivery, helping organisations modernise customer operations and prepare for future regulatory and customer demands.