Debbie Weston
Business Change Manager @Utilita Energy
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WORK HISTORY
Business Change Manager @Utilita Energy
Lead Business Change Manager for one of the UK energy industry’s largest and most complex regulatory transformation programmes. Responsible for ensuring all people, process, data, and system impacts of MHHS are fully understood, planned, and managed as the programme progresses. Accountable for driving end to end business readiness and supporting the organisation in preparing for the full transition to the new operating model by May 2027. • Leading the in-flight business change lifecycle for MHHS, covering scoping, impact assessment, readiness planning, and preparation for future hyper care and benefits realisation • Delivering comprehensive change impact assessments across people, processes, data, and technology, translating regulatory requirements into clear operational impacts and actionable delivery plans • Ensuring all business impacts are documented, validated, prioritised, and addressed in line with the internal Change Framework and ELT direction • Challenging programme and technical teams to ensure change deliverables align with strategic objectives, readiness criteria, and organisational standards • Developing and maintaining transition plans and progressing BAU process updates required for the future operating model • Leading resource planning across MHHS workstreams, managing Business Change Analysts and operational SMEs through design, testing, training, and readiness activities • Representing at senior governance forums, industry groups, and supplier engagements, providing clear updates on progress, risks, decisions, and business impacts • Leading business readiness and training preparation, ensuring learning needs are understood and high quality content is developed to support operational changes • Managing risks, issues, and escalations to protect programme milestones and maintain organisational readiness • Coaching and mentoring Analysts and support colleagues, strengthening change capability and promoting continuous improvement
EDUCATION
Ferndown Upper School
A level
ABOUT DEBBIE WESTON
An experienced customer focused people leader with a strong record of delivering business change across various industries. I am driven by making improvements that genuinely deliver better outcomes for both customers and the business. I pride myself in my ability to truly understand the customer journey and propose plans for opportunities to improve. Passionate about people, experience in a variety of roles including within HR and training environments have helped me to develop strong emotional intelligence and engagement skills to mobilise teams to bring plans to life. Key Achievements· Business Change Lead for one of the UK energy industry’s largest and most complex regulatory transformation programmes. Responsible for ensuring all people, process, data, and system impacts of MHHS are fully understood, planned, and managed as the programme progresses. Accountable for driving end‑to‑end business readiness and supporting the organisation in preparing for the full transition to the new operating model by May 2027· Transformed company Trustpilot Score from 2.6 to 4.3 with a rating of ‘excellent’ in just 9 months· Improved customer satisfaction to 94% by creating a friendly and professional tone of voice for all customer service interactions across all channels, empowering Customer Service Advisors to step into the customers’ shoes and to make decisions to impress customers· NPS improved from +45 to +55 by acting on valuable customer feedback · Transactional NPS improved by +53 in just 6 months for the meter reading journey, a key pain point for customers· Increased Trustpilot score from 6.1 to 7.4 by raising the profile of the customer through Customer Feedback Forums, call listening, feedback sessions with Call Centre Agents. Excellent customer service, listening and responding to customer feedback became a way of life· Saved £134k per annum by highlighting areas of waste and implementing 27 changes through an operational process improvement programme focusing on cost to serve· Saved over £1m per annum across 20 large stores by providing support and coaching to increase productivity without compromising service
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