Deborah Martin-Rerrie
Strategy and Transformation Manager @Severn Trent
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WORK HISTORY
Strategy and Transformation Manager @Severn Trent
Responsibilities:Drive strategic and transformational change across regulated Non-Household and Metering divisions, ensuring alignment with business objectives and compliance standards. Lead Operational Improvement and Technology Change Managers to deliver programmes with governance, rigour, and cross-functional coordination. Manage stakeholder engagement to secure business case approvals and funding for customer-first initiatives that enhance service, satisfaction, employee engagement and market position. Key Achievements:• Led strategic and operational transformation across regulated non-household and metering divisions, improving service delivery, operational resilience and customer outcomes.• Designed and implemented a 2-year operational roadmap and 5-year strategic plan, underpinned by monthly performance tracking, governance controls and compliant frameworks.• Developed team stakeholder management capability and embedded a commercial mindset for metric-driven benefit realisation and budget tracking. • Delivered multiple business cases and funding requests (circa. £2.5m), to support transformation projects across technology, operating models and process design. • Maximised existing supplier contracts to deliver technical functionality for data cleansing and accuracy improvement, elevating market position to 2nd place. • Redeveloped the Non-household Website to meet post-2017 market changes, incorporating research, customer feedback, industry best practice and insight tracking.
SKILLS
ABOUT DEBORAH MARTIN-RERRIE
Authentic operational leader specialising in people leadership, service excellence and strong, trust-based relationships that drive confident, consistent performance. Calm, open and pragmatic, with a track record of improving customer outcomes and strengthening team capability across diverse operational environments. Experienced in leading both specialist teams and large multi-layered operations of up to colleagues, creating high-trust cultures where people feel empowered, capable and accountable. Drives operational change through behaviours, habits and clarity, bringing a coaching-led leadership style that builds confidence, focus and reliable service standards. Uses technology in a practical, grounded way to help teams work smarter, improve visibility and make better operational decisions. A qualified NLP practitioner with strong emotional intelligence, fostering trust, openness and clear communication across regulated, non-regulated and unionised environments in utilities, financial services and consumer services.EXPERTISE AND SKILLS People Leadership & Team Development Builds high‑trust, accountable cultures through coaching, clarity, and consistent leadership. Service Excellence & Operational DeliveryCreates customer and people focused environments where performance across satisfaction, quality, safety and compliance are delivered through clear routines and operational discipline. Cross-functional CollaborationWorks effectively with HR, Finance, Learning & Development, MI, Technology, Legal and Compliance to support joined-up problem solving, transformation and people development. Client and Relationship ManagementBuilds open, trusted relationships with clients, suppliers, and internal partners. Communicates priorities and performance transparently to achieve shared outcomes. Governed Methodical ChangeIntroduces improvements in a structured, practical way that teams can sustain. Focuses on behaviour, habits, and process changes that protect service and empower people Calm & Pragmatic Decision MakingBrings stability, clarity and balanced judgement in complex or high-pressure situations. Technology & Operational ReadinessEnsures new technology lands smoothly for colleagues and customers. Deploys helpful tools (IDV, automation, knowledge system) that boost confidence and efficiency. Emotional IntelligenceNLP qualified, fostering trust, openness and psychological safety across diverse, dynamic operational environments. Handles sensitive situations with empathy, clear communication and professionalism.
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