Focus Area Digital Strategy, Product Development, Delivery Management, and Overseeing Design and Engineering Team.
Goals To develop and execute a digital strategy for Personalisation across British Gas digital channels.
Outputs and Outcomes Developed a strategic thinking framework to understanding how personalisation could be applied within the digital channels of service business. The team validated and delivered a platform to actualise personalisation. This involved creating Microservices, App Endpoints, API integrations, PEGA integration, Adobe EM integration and Cloud Services implementation. The service integrated into multiple digital workstreams to deliver tailored and personalised customer experiences. Overall platform Increased customer engagement, conversions cost saving due to improvement in product recommendations, relevance matching and better overall user experience.