Zandra Jewell
@zandrajewell
Operations & programme delivery professional with experience in process improvement, reporting, quality & large-scale programme coordination.
United KingdomWhat I'm looking for
I’m an operations professional with experience across programme delivery, process improvement, reporting, and data-informed decision-making. I enjoy bringing structure to complexity, improving systems, and helping teams work more effectively.
Most recently, I built quality assurance processes, reporting frameworks, and workflows from the ground up in a fast-paced operational environment, helping scale support across multiple teams and locations. I was able to improve service quality, training outcomes, and operational performance through data and continuous improvement.
Previously, I worked on large-scale government support programmes, progressing to a senior member of the EBSS delivery team and helping coordinate delivery across approximately 1.5 million customer accounts. My background spans operations, reporting, stakeholder collaboration, root cause analysis, and programme delivery at scale.
I’m particularly interested in remote opportunities in operations, programme delivery, project coordination, or mission-led organisations.
Experience
Work history, roles, and key accomplishments
Business Energy Specialist
Octopus Energy
Aug 2023 - Apr 2026 (2 years 8 months)
Designed and implemented operational QA, quality frameworks, and reporting systems from scratch, then scaled coverage from 2 teams (~25 agents) to 5 teams (60+ agents) across multiple locations. Led GDPR and incident investigations using root-cause analysis, contributing to a 20% reduction in GDPR-related failures and ~25% fewer negative customer feedback cases linked to mishandled complaints.
Operations Specialist
Bulb Energy
Mar 2020 - Aug 2023 (3 years 5 months)
Progressed from supporting Warm Home Discount delivery to a senior role delivering EBSS payment operations across ~1.5 million customer accounts. Designed and optimized operational workflows (e.g., SPAYG pay-as-you-go delivery), managed compliance and government reporting, and expanded analytics capability using BigQuery to improve delivery oversight.
Education
Degrees, certifications, and relevant coursework
King's College London
Arts & Cultural Management
2018 - 2019
Completed postgraduate study in Arts & Cultural Management at King's College London, focused on travel and world cultures (2018–2019).
University of South Carolina
Bachelor of Arts, History
Activities and societies: Journalist for University Newspaper & Website; University Honor Council Member (student conduct/academic integrity); Shoestring Players Theatre Company.
Earned a Bachelor of Arts in History (minor: Theatre) from the University of South Carolina, graduating in 2018.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Social media
Job categories
Skills
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