E2E Customer Journeys - Senior Program Manager, E.ON
Keith Fletcher works for E.ON, an organisation that makes sure it will become the energy company of choice for customers. He is tasked with coordinating the transformation of E.ON’s core journeys. These journeys cover 26 million customers over nine countries across Europe. The development of new energy solutions requires skilled service design and processes that match the expectations of a changing world. An expert in customer experience and NPS, his role is to ensure the correct capabilities are delivered with the right level of senior leadership sponsorship. He is upgrading the Net Promoter system to deliver real time feedback into every part of a successful, but complex, international business.
Bringing customer orientation to life is his driving mantra.