“Irina worked on our Southern Water, Customer Services Improvement programme between September 2021 and January 2023. Irina led the Digital workstream alongside our Process, People and Business Support workstream leads. I provide leadership and oversight for all our Developer Services Projects including Southern Water.

Irina’s scope was to deliver customer service improvements using the digital platforms Southern Water currently use. Irina led and delivered Digital Sprints improving the incumbent CRM platform: GetConnected/ServiceNow. Irina collaborated with internal stakeholders to ensure the delivery met the initial requirement. Irina was responsible for the delivery of all change management related to the digital improvements. Delivery of these sprints contributed to an increase in the overall customer satisfaction metrics.

Additionally, Irina overhauled the Developing section of Southern Water’s website. The website content was revised for content and tone of voice. Irina is responsible for improvement in all core website metrics. Over a 6 month period, the website changes delivered results which include customers who are able to self-serve by over 50%, customers reporting issues with the CRM reduced by over 50%, and customers finding the correct content online improved by over 60%.

Overall, Irina was a dedicated member of the team and always committed to delivery of a high standard. Irina built strong relationships both internally and with the client. Irina will be an asset to any future programme, and I wholeheartedly recommend him/her for any endeavour she chooses to pursue. "