Luke Cullen
Service Enablement Manager @National Grid
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WORK HISTORY
Service Enablement Manager @National Grid
ABOUT LUKE CULLEN
I’m a Service Enablement Manager at National Grid Electricity Distribution, focused on improving customer experience through data, insight, and operational change.My role sits at the intersection of performance, planning, and transformation within a busy contact centre environment. I turn complex operational data into clear insight that drives decisions — from forecasting demand and managing service levels, to identifying opportunities to improve customer experience and reduce cost to serve.I’ve led the implementation of workforce management and am the key in the customer experience team for telephony solutions, built performance dashboards for leaders, and developed knowledge management frameworks that help teams deliver consistent, high-quality service.
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