McLeod specialises in policy, communications and regulation issues, and has more than 10 years’ experience championing customer concerns, with emphasis on vulnerable groups.
She is currently an associate with the charity Sustainability First, which has a strong focus on how innovation can improve access to services and the customer experience, particularly for those on low incomes and with disabilities. She is also director of a new social enterprise entitled OnTheRecord, which aims to improve the way businesses engage with customers.
Previously she has been a member of Ofwat’s expert advisory panel, and she has been involved with advocacy for fuel poverty issues and smart metering.
Commenting on her appointment, McLeod said: “In this uncertain economic time, it is more important than ever that customers are part of the decision-making process so companies like South East Water are able to deliver top-quality drinking water at a price customers can afford. I am looking forward to the challenges ahead and will make sure consumers have a strong voice in all aspects of the business.”
South East Water managing director Paul Butler said: “Chair of the CCG is a very important role, so we are pleased to have someone of Zoe McLeod’s calibre on board.
“We want to make sure the customers we serve are involved in all aspects of our business that their views are heard and their ideas incorporated in our vision for the future.
“Our customer satisfaction measures were an innovative step for the industry at the last price review and Zoe’s experience will allow us to continue leading the way in developing customer centred outcomes through engagement.”
He also thanked Darlington for his role in establishing the company’s Customer Challenge Group: “Roger has made a huge contribution to the success of the Customer Challenge Group and our Customer Panel and he has steered the group to a position of great strength and focus.
“We are confident Zoe will lead the CCG as Roger has done, making it one of the most engaged CCGs in the industry.”