Molly Horsley

Molly Horsley

Head of Purpose, Customer & Community Centricity, Scottish Water

Molly is currently leading the elements of Scottish Water’s transformation which will see it become a purpose driven organisation that empowers customers and communities.

As Scotland’s publicly owned water company, Scottish Water have committed to ensuring that all decisions will be made as if the customer or community were in the room. This requires ensuring that all people, processes and partners fully engage with customers, understand what they value, and seek to deliver this at every opportunity.

Molly began working at Scottish Water’s Customer Experience Centre in 2003, and found a passion for listening to customers and bringing their voice into decision making.

In previous roles she has had a significant impact on how Scottish Water gathers and uses customer insight, including introducing real time customer feedback and a more strategic approach to understanding long term expectations. She also had responsibility for managing delivery of Scottish Water’s 25 year Strategic Plan, including co-creating a long term vision for the water sector in Scotland. And most recently delivered Scottish Water’s first Performance and Prospects Report, which signals a new open and transparent approach to corporate reporting.

Molly is also passionate about the role working mothers’ play in the development of a balanced society and has been supporting the Women in Scottish Water diversity and inclusion group since it was formed. She is also a Board Trustee for Fife Women’s Aid.

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