British Gas PLC
British Gas
Driving Commercial Impact Through Human Insight: Transforming British Gas’s Customer Insight & Data Team
Summary:
For over 200 years, British Gas has been one of the UK's largest energy suppliers, providing gas and electricity to millions of homes and businesses. It employs over 28,000 people across the United Kingdom. The Data and Insight team play a crucial role in understanding British Gas’s customers and ensuring the business responds effectively. PROPHET was used to support a business partnering transformation, connecting data with actionable insights to support teams that drive better customer-focused decisions.
Use cases
The British Gas Customer Insight and Data team scaled PROPHET, top-to-bottom through its Business Partnering change programme. As an insight-driven team, they valued PROPHET’s data-led approach in supporting their people.
Challenge
The challenge was to help a highly technical and analytically driven group connect with stakeholders, ensuring their work became more influential in decision-making and put the customer at the heart of British Gas’s operations.
Solution
Over 120 participants completed the PROPHET questionnaire and received their Individual Profile. An Organisational Insight report provided aggregated insights across the group and sub-groups. PROPHET’s insights helped raise self-awareness and develop key skills, impacting relationship and stakeholder management, assertiveness, influence, and expectation management. A certified PROPHET facilitator guided the session, using the reports to explore team dynamics and their impact on performance. It was particularly valuable in structuring effective working relationships.
Results
Business Partners leveraged PROPHET insights to enhance transparency in relationships, providing a clear framework and language for productive business partnering. PROPHET equipped programme members, along with the department’s leaders and managers, with validated insights that were immediately applicable to their work. These insights were accompanied by clear, actionable recommendations, ensuring practical implementation and impact.
