1. Angela Marston
Lilac Trees
104 Wintersdale Road
Evington
Leicester LE5 2GL
Tel: 07803 572588/0116 2418690
e-Mail: angela.marston@hotmail.com
Personal Profile
Project Manager, Business Readiness Lead, Change Lead. Over 15 years experience of driving and
managing change in the Utilities Sector.
I have full project lifecycle experience in significant business transformation programmes and projects supporting
business change strategy. I possess proficient analytical and organisational skills, including in the improvement of
business processes and IT systems, strong customer and people focus and proven stakeholder management skills at
all levels. I am an excellent written and verbal communicator. Prince Practitioner and APM achieved.
Significant experience of key roles in Customer Services Management and Business Improvement
including working with regulator and consumer groups, driving change and advising senior stakeholders.
I have proven skills in building and leading high performing teams. Throughout my career I have gained experience of
managing resources, budget and recruitment.
As well as significant understanding of the corporate environment, in the last few years I have begun to gain
experience of working with the public sector, local authority, educators and community projects through my role as
Vice Chair of School Governors.
Key Skills
• Extensive experience of business process, systems and behaviours analysis and improvement, from continuous
quality to large scale programmes.
• Experienced in all aspects of Project Management and Governance from Start Up activities to post-
implementation – proven record of managing task and resource successfully to time and quality.
• Stakeholder management and virtual team building including third party contractors, senior/director level and end
users - requirements and design workshops, solution walkthroughs, testing and incident management leading to
successful project delivery.
• Excellent verbal and written communication skills. Presentation and preparation of requirements, design and test
documentation, RAID and action logs, co-ordination of Business and Benefits cases. Confident presenter, able to
build rapport and advocacy.
• Significant ability to understand and interpret business needs, identify impact, risk and opportunities and to
translate between business and technical stakeholders.
• Understanding of outbound customer correspondence and print centre relationships.
• Experienced and successful people manager.
Career History
British Gas Business 2001 to present
Business Change Lead/
Business Readiness Lead 2010 to present
Two years managing key regulatory projects and small change projects for BGB;
Currently Project Manager for BGB’s Smart Data Communications interface project in line with the energy
industry’s 2020 DECC/Ofgem obligations. Responsibilities include;
- working with IS and Business stakeholders to ensure the project progresses through quality stage

2. Angela Marston
gates and that deliverables are created to time and quality in line with the British Gas change
model;
- delivery planning in collaboration with the IS PM;
- owning and maintaining the Project Plan, RAID and Action logs – ensuring risk is effectively
managed;
- ensuring Business Case and Benefits Realisation plans are completed;
- engaging with and managing stakeholders at all levels.
Prior to this project I managed;
- Business Readiness activities and impact analysis for BGB’s input to the industry wide Nexus
project preparing for Xoserve flow changes;
- Pilot roll out of the National Help Desk incident management tool, owning and researching
all material displayed to inform agents about current high impact incidents and their resolution;
- A soft skills training and development project for BGB’s Customer Relations teams including
creating Brand Tone Of Voice guides, training and quality packages. Very well received and
instrumental in driving down repeat complaints.
I also won a place on and graduated from the highly competitive BGB Springboard 7 talent and leadership
programme in 2015 – winning graduation project with Connected Homes (Hive). Modules included
Strategic Leadership, Commercial Awareness, Leadership and Motivation.
Four years working on the Slingshot Programme, BGB’s second large scale SAP
implementation.
As a Change Lead and Business Readiness Lead I managed and worked on;
- Start Up activities including requirements gathering, RFI and RFP, tender process, feasibility
studies for potential for BGB to move to the BGRE SAP platform.
- Leadership of the Customer Service Design workstream for WP1, 2 and 3 releases (included
Complaints and Queries processes, email and correspondence solutions, some telephony, online
and roles & profiles elements) – requirements clarification, process re-engineering, translator
between business objectives and technical specifications. Responsible for managing plans, RAID
and change requests for this area, ensuring design documentation created and signed off to time
and change request impact understood.
- Managing UAT for the Sales and Commercial Area for a short period as a troubleshooter focussed
on improving stakeholder and team relationships and achieving clarity of scenarios.
- Business Readiness team activities including Interim Processes, Impact Assessments, RAID
management, Training and Communication preparation and Cutover. Lead this team as acting
Level 6 Manager for several months. Ran the weekly Business Readiness meeting, ensuring
preparedness in operational areas and managing risks and actions.
- Business Readiness for Correspondence, working closely with the Marcomms and Print Centre
teams and running daily defect/incident meetings.
- Post implementation business Incident Management support and some recovery issues.
Worked closely with BGB’s contractor partners Cognizant and with all areas of the business throughout the
programme on process re-engineering and behavioural change
Engaged regularly with business stakeholders at all levels including board level to drive strategic decisions,
present options and solutions, obtain sign off etc. Regularly presented design walkthroughs and awareness
pieces to large business wide audiences.
Correspondence Project Manager – Marcomms 2008 (short secondment to implement a
small change project)
Business Workstream Lead 2004-2007
Three years working on BGB’s 1st
large scale SAP programme, involving systems change,
process re-engineering, behavioural and organisation change.
Responsibilities undertaken were;
- Managed the Correspondence Design workstream, including working with copy writers to create an

3. Angela Marston
entire new suite of business letters.
- Worked on and then managed the Customer Services Design stream.
- Managed two iterations of IAT (joint business and contractor lead on this programme) – overall
responsibility for a team of 80 business and contractor testers. Included all prep work, scenario and
test case creation and defect management.
- Engaged with and presented to business wide stakeholders, including board level
- Worked closely with contractor partners Wipro
- Managed all appropriate PM governance documentation, plans and budgets
Operational and Business Improvement roles:
Email and Correspondence Manager 2009-2010
Customer Relations Manager 2002-2004
Customer Experience Manager 2001-2002
I have also held key operational and business improvement roles at BGB, often with a business wide remit
and reporting to senior management. These have included;
- Identifying and driving initiatives to improve csat and reduce complaints
- Managing important third party relationships with the regulator and consumer groups
- Advising senior management on trends and meeting regularly with BGB board members and the
MD
- Working across up to 7 UK BGB sites to drive quality and improvement
- Setting up new teams and systems; building and leading high performing teams and individuals
Further career history
British Gas Services (Centrica) 1996 to 2001
Business Change Lead on Sap/Siebel Jupiter Programme
Customer Services/Outbound/Complex Team Manager
Customer Services/Relations Agent
---------------------------------------------------------------------------------------------------------------------------------------------
Outside of work
I live in Leicester with my partner and two daughters. I am Vice Chair of Governors at our local school, and enjoy
being involved in the local community. I recently lead a successful campaign to secure funding for road safety
measures and building improvements, involving local MPs, Leicester City Council, the local press and community
groups. I am currently helping to manage the school’s transition to an academy in line with the government’s 2020
objective. I have also managed several charity and people initiatives in my current workplace. I love reading, writing,
film and music, politics, social media and vintage fashion.
Project manager business change business readiness copy writing correspondence innovative people school
Short courses
Springboard 7 Leadership 2015
Manager In Action 2014
Customer Insights 2009
Professional Qualifications
APM 2015
Prince Practitioner 2006
Prince II 2005
ISM 1999
Education
BA (Hons) Combined Arts – De Montfort University
3 A Levels/10 GCSEs – The City Of Leicester School
IT Skills
SAP
Sharepoint
Visio
Microsoft Project
Word/Excel
Microsoft Powerpoint
HP Quality Centre