Jo Phillips is an experienced professional in customer journey improvements and operational efficiencies, currently serving as a Governance & Delivery Manager at Thames Water since May 2020. In this role, Jo specializes in advocating for customers and enhancing billing and payment journeys with a digital-first approach, achieving a 15% to 30% increase in online journey conversions. Previously, Jo worked at Centrica from January 2008 to September 2019, holding various positions including Process Design Manager and Assistant Customer Journeys & Experience Manager, where Jo led teams to implement customer-centric transformations and improve financial efficiencies. Jo also has expertise in project methodology, having acted as Product Owner to develop personalized direct debit payment calculations. Jo holds a Bachelor's degree in Applied Social Sciences from the University of Central Lancashire.
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