Anita Kainth is a Transformation Delivery Lead within British Gas Service & Solutions, where she leads complex transformation initiatives that deliver measurable improvements in customer experience, operational performance, colleague engagement, and commercial outcomes across the business.

​

With over 19 years of experience in the utilities sector, Anita has built her career with Centrica, holding a variety of operational, customer service, complaints, and transformation roles. Having worked across Sales, Service, Support, and Change functions, she brings extensive operational knowledge and a deep understanding of how to successfully translate strategic objectives into practical, sustainable business improvements.

​

Throughout her career, Anita has led and supported large-scale transformation programmes, driving change across operational teams while ensuring colleagues remain at the heart of the delivery approach. She is recognised for her ability to build strong stakeholder relationships, simplify complex challenges, and create alignment between operational, commercial, and transformation teams to achieve successful outcomes.

​

Her expertise spans business transformation, operational optimisation, customer experience improvement, complaints transformation, governance, stakeholder engagement, and continuous improvement. Anita has played a key role in delivering strategic initiatives across British Gas, including operational optimisation programmes, customer journey improvements, complaints reduction initiatives, performance management solutions, and large-scale migration and transformation programmes.

​

Committed to professional excellence, Anita holds the Association for Project Management (APM) Project Management Qualification (PMQ), demonstrating her expertise in project delivery, governance, leadership, risk management, and change implementation.

​

Anita's work has received significant external recognition, contributing to and leading award-winning transformation initiatives that have been recognised across the customer service, operational excellence, and change management industries. These achievements include:

​

• ECCSA Silver Award – Most Effective Transformation Program (2023)

• UK Customer Satisfaction Awards Gold Award – Customer Focus (2024)

• CCMA Gold Award – Most Effective Ways of Working (2024)

• CCMA Gold Award – Specialist Team of the Year (2025)

• CCMA Gold Award – Change Maker of the Year (2025)

​

Known for her collaborative leadership style, authenticity, and people-centred approach, Anita is passionate about delivering meaningful change that improves outcomes for customers, colleagues, and the business. She is a strong advocate for continuous improvement, knowledge sharing, and empowering teams to successfully navigate and embrace change.