My personal website
renderg.host
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353 "body": "<p id=\"\">When EDF Energy, a global leader serving over 3.5 million UK households, approached me to helm the design of Circuits, I knew it was a chance to create something extraordinary. Circuits would become a pioneering omni-channel platform empowering millions of customers to revolutionize their relationship with energy.</p><p>I had just completed 6 months working on some Service Design work for the Customer division, and was excited to join the BlueLab, their internal startup accelerator working with founders and technology partners to support innovation in the energy and connected home space.</p><p>Our insights informed the major investments by Customer division across energy and device sales, billing and customer support.</p><p id=\"\"><em>Incredibly</em>, in just 12 months after the major launch of, we surpased our goals, achieving:</p><p id=\"\">- 15% reduction in cost-to-serve, saving £3m annually <br>- 25% increase in resolved complaints, restoring trust for 150,000+ homes<br>- 12% reduction in bad debt, recovering £15.6m in the first year alone</p><h2 id=\"\">Relentless Customer Focus: Understanding the Human Impact</h2><p id=\"\">To reshape an industry, you must first understand its beating heart: the customers. I led an ambitious research program to map the depths of the customer experience:</p><p id=\"\">- Surveyed 500 households to quantify needs, attitudes and pain points<br>- Conducted 30 in-home ethnographic interviews to intimately understand customer journeys<br>- Analyzed dozens of competitors across energy, finance and home services to uncover opportunities for radical differentiation</p><p id=\"\">Through this rigorous discovery process, we uncovered patterns of human stories behind EDF's challenges: worried families struggling to interpret bills, confused customers dreading impersonal call centers, households craving control over rising costs. These insights fueled our resolve to drive a greater change.</p><h2 id=\"\">Painting an Ambitious Vision</h2><p id=\"\">Armed with deep customer empathy, I worked with Product Management to build out a bold vision and strategyfor Circuits to rally my team and stakeholders:</p><blockquote id=\"\">We will create the experience customers have been dreaming of: empowering them with beautifully simple tools to achieve a new level of confidence and control over their energy. We won't rest until we've transformed energy from a source of stress to an effortless ally in creating better lives.</blockquote><p id=\"\">To paint a vivid path forward, I delivered:<br>- Meticulously redesigned customer journeys across web, mobile, call-center and in-home touchpoints <br>- Comprehensive service blueprints aligning frontend experiences with backend operations<br>- Inspiring product roadmaps balancing customer delight, business value and technical feasibility</p><p id=\"\">### Accelerating Innovation Through Rapid Experimentation</p><p id=\"\">To maintain a blistering pace under towering ambiguity, I pioneered a culture of ruthless experimentation and validated learning cycles:</p><p id=\"\">- Launched unbranded landing pages to test demand for key features, generating a 35% increase in lead conversion<br>- Prototyped energy-saving chatbots on WhatsApp and Alexa, uncovering a 10X increase in customer engagement <br>- Designed and shipped a 3-month trial of physical Energy Tip Cards to 5,000 homes, yielding a 7% reduction in monthly usage</p><p id=\"\">By treating every step forward as a measurable learning opportunity , we could engage safely with riskier propositions and ensure every recommendation delivered to the Customer business was grounded in real customer value.</p><h2 id=\"\">Leading with Resilience and Ingenuity</h2><p id=\"\">Rewiring a legacy organization and industry was never going to be easy. When our initial assumptions failed or constraints changed, I led with poise and creative determination. </p><p id=\"\">I reworked journey maps to close gaps between customer needs and business capabilities. I guided engineers to cleverly phase technical architecture to unblock early customer value. When morale flagged, I evangelized user-centricity, turning skeptics into champions.</p><p id=\"\">### A Platform for Transformation</p><p id=\"\">Circuits has ignited a customer-obsessed revolution within EDF and across the energy industry. My team didn't just craft a groundbreaking product - we equipped an organization to continuously innovate around customer needs.</p><p id=\"\">I'm immensely proud of the design leadership, resilience and vision I brought to this ambitious undertaking. Circuits is so much more than pixels and code - it's a platform for transforming millions of lives. And we're only getting started.</p><p></p>",
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