I have 15 years experience of working in the utilities sector, and have led the customer strategy team for Northern Gas Networks for the last 5 years.  During this time I have been involved in transforming the service delivery of our organisation by really striving to go above and beyond what our customers are expecting. I have led voice of customer programmes, and also conducted extensive customer research.  I have experience of working in a heavily regulated environment, but have also spent time with many different organisations outside of utilities, to identify current best practice and future market trends.