Ruth O'Malley is a seasoned professional with extensive experience in performance management, customer engagement, and continuous improvement across multiple industries. At First Utility, Ruth achieved significant cost savings of £1.2M and effectively reduced Ombudsman complaints by 35% through strategic process improvements and the development of performance scorecards. Ruth has held leadership roles at BT Wholesale, where innovative scorecards improved efficiency, and at Pearson, focusing on customer engagement metrics. Currently, as the Senior Continuous Improvement Lead at Shell Energy, Ruth implemented a new complaints operating model that positioned the company as a leader in Citizens Advice rankings, notably reducing complaints by 22%. Ruth's educational background includes a Bachelor's Degree in History and Business from the University of Leicester.
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