Specialisms:

• Business transformation and change management
• Leadership and People Excellence
• CRM setup and management
• Agile/SCRUM methodologies

Kayleigh supports our retail clients with delivering change in demanding environments, helping to maximise efficiencies, improve revenue and reduce costs.

Kayleigh's recent work with BFY includes delivering the Limitless Leadership Development programme, in partnership with E.ON Next, which was recognised as Best Training Programme at the Northern Contact Centre Awards 2024.

Kayleigh's has also lead a project team to successfully implement AGILE methodology. This change helped to significantly reduce system defects, resulting in the creation of a stable and more efficient platform. She has also helped to transform a large retailer’s servicing communications to 'Digital First', reducing the overall cost to serve, improving customer journeys, and increasing speed of resolution.

In addition to this, Kayleigh has implemented debt journeys for customers based on Propensity to Pay, enabling support for the customers who needed it most, with a lighter touch for those that didn't.

With 14 years of energy industry experience, Kayleigh has held roles in Customer Service, Metering, Debt, Vulnerable, Marketing and Systems before joining BFY.