Victoria Knight

WORK HISTORY

EDUCATION

SKILLS

ABOUT VICTORIA KNIGHT

Supporting customers on the transition to Zero Carbon Living is a great responsibility and I\'m very proud to lead a team at OVO doing this daily.A bit about me:15 years of keeping the customer in the room, solving problems and building teams from the ground up. 5+ years experience in decarbonising products and services through agile ways of working, broad networking and stakeholder collaboration and building team expertise, operational processes and system automation to support our customer journeys.Key skills/knowledge-Customer experience > Being close to the customer in all we do; designing customer journeys, comms, ops processes and training. Getting regular feedback, doing ride alongs & workshops with field employees. Driving a CX vision to delight customers and exceed expectations-Complaints Management > collaborating with end to end journey owners to design complaints processes and retros that ensure the best outcome for the customer and business possible. RCA and lessons learned from each complaint and trends monitored for improvement monthly. Ensuring regulatory and consumer codes compliance- Operations Management > Designing and optimising operations workflow. Prioritising backlog of efficiency initiatives. Building and tracking against SLAs and other KPIs- Employee engagement, coaching and career pathing. Team engagement scores of 8.5-9.5/10 for the last year- Relationship Building > Developing close relationships up to VP level, with stakeholders across marketing, brand, legal, tech, product, commercial, compliance, finance as well as operations and sales. Experience working with OEMs & software providers- Delivery > Launched the first smart PAYG proposition, Implemented OVO Knowledge base, Built Field H&S incident management tool, Experienced setting up and scaling new departments, Owned E2E customer support and ops for OVOs Vehicle to Grid trial, manage delivery requirements for customer support and ops across ZCL product suite- Commercial Management > Experience completing contract reviews, creating schedules and ops manuals. Third party mobilisation and performance management. Own my department budget, supporting 5 year planning by creating product burden ratios. Prioritised tech automation to ensure we scale efficiently- Leading agile practices since 2022, Certified Product Owner in 2023- Industry & Product knowledge > 15 years working in the energy sector. Engaged with BEIS, EUK, HIES. Experienced across Tariffs, Smart Metering, Solar & Storage, Heat Pumps, EV Chargers, DEA, Smart Thermostats.