E.ON Next
Creating a customer focussed sustainable energy product whilst helping our most vulnerable customers
Creating a customer focussed sustainable energy product whilst helping our most vulnerable customers
Leading transformative initiatives to enhance customer experiences and drive innovation in the energy sector, achieving significant reductions in call volumes, improved app ratings and sentiment, increased NPS, award nominations, debt reduction, and substantial growth in self-serve actions.
📋 Overview
I joined E.ON during the inception of E.ON Next, a new subsidiary dedicated to enhancing customer experiences through digital innovation. E.ON, a major player in the energy market, faced challenges from emerging competitors like Octopus, who redefined energy provision as a supportive, customer-centric service. E.ON sought to emulate this approach, recognizing the shift in consumer expectations. Despite its substantial user base, E.ON lacked customer advocacy, with most customers solely focused on price. As competition leveled pricing, fostering advocacy became a critical goal.
👩💻 Scope
My work at E.ON Next encompassed three key areas. Firstly, I focused on enhancing technological capabilities. E.ON had initially relied on external agencies to develop a basic platform, which was now showing signs of strain. Our mobile app had a dismal 1.1 rating across app stores, and the website faced similar issues with bugs and functionality. Secondly, I spearheaded efforts to develop products that would enhance self-service options. A staggering 30% of our customers were resorting to calling our helplines over a two-week period, significantly higher than industry standards. This high volume of calls was not only straining our resources but also incurring significant costs for the business. Lastly, I led initiatives to create products that would improve transparency with our customers and provide support to those most in need. This approach aimed to reduce our debt book while also enhancing the overall perception of the company among customers. These efforts were crucial in fostering customer advocacy and loyalty.
Role and responsibilities
👷 My role
In my role as a Technical Product Manager at E.ON Next, I actively engaged with development teams in an agile environment to drive the creation of customer-centric digital solutions. I collaborated closely with stakeholders to define and prioritize features, translating business requirements into technical specifications. I also managed the product roadmap, ensuring alignment with development efforts and customer needs. This experience has honed my ability to bridge the gap between technical and non-technical stakeholders, fostering a collaborative and efficient development process.
⚽ Team collaboration
Collaboration was at the core of my role at E.ON Next. Working closely with cross-functional teams, including developers, designers, and stakeholders, I facilitated open communication channels to ensure everyone was aligned on project goals and timelines. I led daily stand-ups, sprint planning, and retrospectives, fostering a culture of continuous improvement and shared ownership. This collaborative approach not only enhanced team cohesion but also resulted in the successful delivery of high-quality digital products.
Outcome
🤗 Key Accomplishments
During my tenure at E.ON Next, I spearheaded several initiatives that resulted in significant achievements. These include reducing call volumes by 15%, increasing the mobile app rating from 1.1 to 4.8, and improving sentiment from -30 to +40. Additionally, we achieved a 20%+ increase in Net Promoter Score (NPS) across all key customer journeys. Our efforts were recognized with nominations for prestigious awards, including the CXA Innovation Award, Energy Supplier of the Year, and Best New Digital Team.
🥇 Impact
These accomplishments had a profound impact. We reduced the debt book by 10% and provided assistance to thousands of customers in need. Our focus on enhancing self-serve options led to a 75% increase in self-serve actions, indicating a successful shift towards more efficient and convenient customer interactions.