Jocelyn McConnachie

Customer Experience Expert, Independent Consultant

Jocelyn Mcconnachie has led strategic customer, colleague and stakeholder transformation in organisations including National Grid and E.ON and in Board-level roles at CalMac Ferries. Her passion for customer-centred multi-channel change and her Board expertise, particularly in challenging environs with complex stakeholder relations, has given Jocelyn valuable experience in successful and sustainable transformation from frontline to boardroom.

As Customer Experience Director at National Grid (B2B), she established the customer and colleague experience programme central to the Grid’s strategic goals. Previously as Commercial Director at CalMac (B2C), the UK’s major ferry and port operator, she and the Board put customer and stakeholder engagement at the heart of two successful £1b operator contract bids, which included a largescale Digital transformation. At E.ON she was Head of Global Customer Experience, orchestrating business and cultural change across nine countries (26 million customers and 56K colleagues). The programme is regularly referenced as best practice by leading consultancies as Net Promoter Score results improved significantly, cumulative financial benefits were exceeded and Customer Experience is now central to E.ON’s vision and strategy.

Jocelyn’s previous board roles include Commercial Director for Royal Armouries Museum and Retail Director for MP Group. She currently serves on Imperial College Healthcare NHS Trust Outpatient Steering Group.

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