Emma Smith - Head of Customer Change

Emma is Xoserve’s Head of Customer Change. She and her team are the ‘front door’ into Xoserve for all customer change, capturing requirements and assuring the delivery of change outcomes.

Emma joined the gas industry in 1994, working in a number of areas including operations, customer services and credit & risk, before moving to Customer Change, where she supported the development, delivery and implementation of change.

Emma then spent six years as the supply point administration subject matter expert in the Nexus programme, which delivered the replacement UK Link system. During this time, Emma collaborated with customers to develop new business requirements, while also taking a key role working with legal representatives to review and redraft the Uniform Network Code (UNC) to reflect the new business rules resulting from Nexus.

Emma took up the post of Head of Customer Change in 2019 and is well known to our many customers as Xoserve’s representative at the DSC Change Management Committee. Her new role as part of Xoserve’s Senior Leadership Team will see her continuing to work with customers to capture and develop change requirements in the early stages and leading Xoserve’s assurance of investment and change activities delivered by Correla, ensuring that all change is delivered as planned.


Leadership team

Improving services and systems through
industry change