Bill Wilson

Bill Wilson is a seasoned professional with extensive experience in digital strategy and customer experience management. As the Digital Channel Strategy Lead at Severn Trent since April 2018, Bill has been instrumental in enhancing digital experiences for over 8 million customers through self-service tools and conversational AI. Prior to this, Bill served as Etail Lead for Dulux at Akzo Nobel Chemicals, achieving remarkable sales increases and conversion rates while developing online account strategies. Bill's earlier roles at Bristan Group Ltd included eCommerce Manager and Customer Service Operations Manager, where the focus was on executing digital strategy and improving customer satisfaction. Bill's career began at Worcester Bosch as Shared Services Manager, overseeing customer service operations and continuous improvement programs. Bill holds a 2:1 degree in Business, Sport, and Recreation from The Manchester Metropolitan University and additional qualifications in Innovation and Operations Management from Michigan State University.