Margaret Joins Award-Winning Business Stream Dream Team

May 29, 20194min

Multi-award-winning water supplier Business Stream has appointed a new Director of Business Transformation to help the company deliver its ambitious growth strategy.

The Edinburgh-based firm has enjoyed recent awards success, including at the 2019 UK Complaint Handling Awards, where it won Gold in the Innovation in Complaint Handling category, along with two runner-up gongs; the 2018 UK Business Awards, where it secured two Gold category titles; and at the inaugural International Customer Experience Awards in Amsterdam last autumn, when it was victorious in the Best Digital Transformation Strategy shortlist.

The Business Stream team pictured at the 2018 International Customer Experience Awards in Amsterdam, with CX consultant Ian Golding (left), and Awards International CEO Neil Skehel (right).

Now Margaret McLay is on board as Director of Business Transformation, and with a proven track record in change and IT, will be responsible for leading the effective delivery and coordination of the company’s transformation programme. She will report directly to Business Stream’s Chief Executive, Jo Dow.

Speaking of her new appointment, Margaret said: “I am really excited to be joining Business Stream at a time of significant growth.  In my new role as Director of Business Transformation I am looking forward to working in partnership with the executive team to enable the business to maintain excellent customer service levels and to achieve its strategic goals.”

New Business Stream Director of Business Transformation, Margaret McLay.

 Jo Dow, added: “I am delighted that Margaret will be joining the company. It’s an exciting time for the business as we look to expand our market share and deliver a market leading level of service to our customers in Scotland and England. This latest appointment will strengthen our leadership team and help us drive forward our ambitious plans for the future.”

Earlier this year Business Stream bought the customer base of its competitors Yorkshire Water Business Services (YWBS) and Three-Sixty, both part of the Kelda Group, doubling its market share and cementing its position as one of the top three retailers in the UK water market.

Business Stream expanded its operation in April 2017 by acquiring the non-household customer base of Southern Water when it began competing in the new £2.5bn English water market. The new market has enabled 1.2 million businesses and public bodies in England to choose their water supplier for the first time.

Scotland’s non-domestic market, which covers all premises across private and public sector organisations, opened to competition in April 2008. Since then, Business Stream customers have saved more than £242 million on their water bills and conserved over 43 billion litres of water.


Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.




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