Rob Snape-Johnson
Head of Service Improvement @South West Water
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WORK HISTORY
Head of Service Improvement @South West Water
Business Change Lead- Focused on facilitating the smooth transition from existing systems to a new c19M technology solution (Salesforce) affecting c850 user across the organisation. Responsible for leading the people side of change, ensuring that individuals and teams embrace and adopt the new IT systems effectively and are equipped to use the new platform. • Heidrick Consulting Senior Leader Development- Achieved a top 10% score compared to their global exec leadership database for inspire & influence, agility, adaptability, resilience, learning and building talent & teams. • Delivered on our CX strategy designing and implementing our Neighbourhood Fund, Give an Hour and Community Outreach initiatives stepping up engagement opportunities by proactively placing our people in the community to work with our customers and key local leaders to deliver more of what matters.• For SWW customer renewals improving both system functionality and end to end process. Reducing inbound telephone contacts by 42K and written non complaint contacts by 8K improving our Ofwat measure of customer experience (C-Mex).• Established quickly effective remote matrix working practices/ networks to meet operational deadlines, as demonstrated in September’s collaboration meetings with Operations looking to build greater synergies in working together on our shared industry ODI commitments.• Working with industry leaders Uplands implementing their Rant and Rave platform across the call center making it simple to connect with customers allowing real time insights to enhance the overall customer experience as well as identify proactively training/ customer journey improvements. • Introduced a separate Recovery and Resolution Team responsible for managing all escalated activity (customer dissatisfaction) and complex resolution generated through Rant & Rave on receipt of a contact through any channel, reducing circa 20K in caller contacts as well as reducing written complaints by 10%.
EDUCATION
Royal Military Academy Sandhurst
Army Officer Training, Military and Strategic Leadership
Anglia Ruskin University
Bachelor of Science (BSc), Geology/Earth Science, General
SKILLS
ABOUT ROB SNAPE-JOHNSON
PROFESSIONAL PROFILEAn influential, agile, and resilient senior leader, with experience of change leadership/management, the development of business strategy and a sustained track record of exceeding and delivering business outcomes and results. A natural relationship builder, who demonstrates a future focused, collaborative and cross-functional approach across multiple disciplines, with the ability to support and own the development and implementation of strategies and innovative solutions to complex situations and business priorities. An individual possessing experience within Head Office functions, with demonstrable experience of engaging and managing senior/central stakeholders.An inspiring leader, with significant experience of leading, coaching, supporting and developing individuals/teams to fulfil their potential, achieved through effective engagement, empowerment and providing appropriate opportunities and platforms for personal development. A high achiever, who is completely customer centric with significant Digital and multiple site experience within Retail and the National Trust.KEY AREAS OF EXPERTISELeadership: A progressive people centric career; commencing at the prestigious Royal Military Academy Sandhurst; developing a critical leadership capability that has been applied throughout my time in the retail and visitor experience sectors. Leading with Integrity: A track record of doing the right thing in all circumstances for the organisations and people I have served, with courage to talk truth to power as a means to disrupt, challenge and ultimately change organisational plans and strategy.Commercial acumen: Risk management and experience of delivering profit and improved operating margins through broad and stretching KPIs and budgets. Comfortable with and adhering strictly with industry regulatory compliance and legislation.Change: Expertise in leading with humanity organisational change and transformation initiatives as well as how to address shortfalls in operational performance sustainably through the empowerment and engagement of others.
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