Hannah Ngoma, Head of Customer Change, has worked in the electricity industry for over 10 years, fulfilling a variety of managerial and commercial roles.  The last five years have been spent focussing on improving the customer service performance of UK Power Networks. During this time, Hannah has initiated significant improvements which have enabled better processes, journeys and experiences for the millions of customers UK Power Networks serves.  This was achieved by providing insight to the organisation that is clear and actionable and by working with colleagues across the organisation to drive and embed a customer centric culture. This improvement in performance has been recognised by customers, within the industry and through awards which have been won along the way.