Emma Clancy – Chief Executive

Emma Clancy, Chief Executive

Emma joined CCW in 2020, from global building products manufacturer BMI where she was Director of Care and formerly served as Chair of the Building Regulations Advisory Committee (BRAC). She served the committee for over nine years and headed up a number of committees providing expert advice to Government, helping to develop the future regulatory framework for buildings addressing sustainability and safety issues.

She boasts a wealth of experience in consumer protection, public policy and regulation during a career covering sectors including construction, banking, retail and not-for-profit organisations.

Emma’s interest in consumer affairs can be traced right back to her early employment with Which? That led her to pursue other consumer-focused roles including serving two terms as a non-executive director of TrustMark – the Government-endorsed quality scheme for tradespeople.

Prior to her role at BMI she was CEO of Certsure LLP for 15 years – the leading voluntary regulatory body in the electrical contracting and energy sector which is focused on raising standards. Emma’s leadership and innovative thinking was credited with modernising the not-for-profit joint venture – moving it up more than 20 places in The Times Top 100 Companies to work for in 2018.

Mike Keil – Senior Director of Policy, Research and Campaigning

Mike Keil, Head of Policy and Research at CCW

Mike spent the first part of his career at the Met Office, during which time he completed his PhD in modelling the stratosphere. In 2007 he joined Ofwat as its first head of climate change policy. Mike moved to Severn Trent Water in 2011 to lead the company’s work on climate change and resilience. In 2014 Mike went on secondment to run Severn Trent’s Asset Management Department, before moving to his role as Business Leader for Asset Strategy he helps set the long-term direction for the company.

Amanda Caton – Director of Communications

Amanda Caton, Head of External Communications

Amanda has broad-ranging communications experience covering public relations, political engagement, marketing and events.

Prior to joining CCW in 2018, Amanda was Head of Marketing and Communications at a national trade body, during which time she increased the Association’s media profile while representing the industry on a number of stakeholder working groups and committees, including joint projects with the London Mayor’s Office, Metropolitan Police and the Office for Security and Counter Terrorism.

Prior to this, Amanda held several marketing and communications roles within prominent international brands including Lloyds TSB and Aga Rangemaster.

Nicola Brown – Director of Consumer Relations

Nicola Brown, Director of Consumer RelationsNicola joined CCW in October 2021, having spent six years working for Npower as Head of Customer Contact and four years at British Gas. In both organisations, Nicola led large operational teams in delivering great service and transformed the complaints experience for customers, whilst maintaining a strong and proactive relationship with external stakeholders and regulatory bodies. Nicola also has experience in leading digital and customer transformation as well as spending a year working for a charity focused on supporting vulnerable young people.

Nicola’s ethos is to keep things simple for customers and employees alike, making it easy for people to access services or systems, educating them in the process and ensuring through collaboration that the root causes that cause dissatisfaction can be understood and then rectified to the benefit of all.

Gemma Domican – Executive Head of Transformation, Strategy and People

Gemma Domican

Gemma’s role is to help shape the future of CCW by developing organisational strategy, taking care of our people and transforming us into a successful and modern Arm’s Length Body.

Gemma started her career in customer service management at Virgin Media, later moving to CCW and rising through the ranks of both the Consumer Relations and Policy teams to join the Executive Team in May 2022.

Gemma is passionate about making CCW a great place to work, and her dedication to Equality, Diversity and Inclusion aims to ensure every member of the organisation feels safe, accepted and appreciated with an equal opportunity to grow and succeed.