Specialisms

• Transformation
• Customer Migration and Business Stabilisation
• Task Force Management

As a Director at BFY, Kevin leads client engagements with a laser focus on empowering clients to navigate large-scale events and market challenges, while maintaining a balance between enhancing customer experience and reducing cost to serve.

Kevin has over 20 years’ experience in Utilities, most recently in senior leadership roles as Transformation Director for two of the largest energy retailers – E.ON and npower.

At BFY, Kevin shares expertise with our clients to deliver large-scale operational overhauls, and guide organisations through pivotal transitions. Kevin’s background also covers the implementation of regulatory compliance initiatives, alongside driving improved customer service metrics and journey satisfaction.

Examples of Kevin’s previous work:

• Spearheaded two successful re-platforming programmes, completing the largest customer migration of 8 million residential and small business customer accounts, onto one of the leading UK technical platforms from legacy systems npower and E.ON
• Led the development of an effective Debt Stabilisation Programme amidst the Cost of Living Crisis. Implemented infrastructure improvements, resulting in enhanced performance and capability, with a c300% increase in right part contacts and c200% increase in cash collected for outsource agents
• Accountable for the design and implementation of a winter affordability scheme (£85m), benefiting 50k vulnerable / low-income households. Oversaw end to end delivery, including business case development, commercial planning, campaign execution, and business readiness
• Redesigned and developed a new Complaint Handing strategy for npower, which resulted in external industry performance, improving from 6th out of the Big 6 for incoming complaints to 2^nd