Digital tech and traversing the scary world of AI: the man behind E.ON Next’s digital transformation
The first in our series profiling the people driving innovation at E.ON. As Head of Digital at E.ON Next, Abdul Khaled’s creative approach to technology and team leadership is transforming the energy customer experience.
Born in Manchester - but now a London boy through and through - Abdul’s journey has taken him from working hospitality at Heathrow Airport to the fast-paced digital world of E.ON Next. Now based in the heart of The City, he leads a team of 80 people, using innovative tech to shape our customer experience.
A family man, settled in London with his wife and two daughters, Abdul’s career has taken him to new and exciting places, but his current role at E.ON Next is particularly special.
Joining E.ON Next in 2021, right at the pandemic's height, Abdul was part of the team launching E.ON Next – a new type of energy supplier designed to disrupt the sector with a startup mindset. For Abdul it was a chance to rethink how customers interact with energy in a way that feels fresh and meaningful – something different to anything he’d previously done before.
"Energy’s not exactly sexy,’ Abdul jokes, “but it’s a fascinating challenge. In retail, you can be bold, throw money at branding without worrying about the consequences. But in energy, we have to think creatively and carefully to connect with our audience in a meaningful way.
“It’s really difficult to make people care about energy or to make our work exciting. How do you make people care about it? How do you innovate? You’ve got to earn the right to innovate.”
Abdul is especially excited about E.ON Next’s foray into AI. Their award winning flagship product, ‘Billie’ - an AI driven digital billing experience and their conversational AI tools are already transforming their customer support.
The upcoming upgrade to their energy app takes this a step further, offering customers hyper-personalised insights to help fine-tune their energy use. By integrating AI for productivity and customer insights, the E.ON Next Playmaker app is a glimpse into how Abdul’s team is thinking ahead.
What’s more, the app will reward customers with ‘Playmaker’ incentives for actions like switching to cost-effective tariffs or completing energy-saving tasks, allowing users to earn points that translate into discounts on products or services.
What truly sets the Playmaker app apart is its ability to integrate green solutions, such as EV charging, heat pumps, and solar energy usage, all in one place.
"The goal is for households to generate a £0 energy bill — running entirely on clean, green energy,” Abdul explains. "The app is designed to make that possible, helping households produce their own energy and even feed any extra back into the grid to offset costs."
For Abdul, his role – and purpose at work – is not just about tech, it’s about how innovation can genuinely make life easier for customers.
“The goal,” he says, “is to build solutions that feel intuitive and human – like using AI to solve problems customers didn’t even realise they had.
“The impact we can leave is just amazing. It touches you, it’s personal,” says Abdul. “We’re on the frontline, building emotional connections with customers. When you create that purpose and meaning, it’s truly fantastic – and it’s what drives us to make a real difference.”
“Grounded and forward-thinking” is how Abdul describes his leadership style. Managing a team of 80 diverse professionals – from design and engineering to product management and customer experience – he juggles a wide range of responsibilities.
“One minute, I’m solving a technical problem, the next, we’re strategising on how to drive sales,” he says.
Despite the breadth of his role, Abdul remains deeply involved in the day-to-day, even coding and developing solutions when needed. “It keeps me connected to the heart of what we’re creating,” he says.
And as for future projects? Abdul is particularly excited about a cutting-edge AI development set to launch next year.
“It’s a value-added feature that no other company currently offers, and I can’t wait for our customers to see it.”
Looking ahead, Abdul and his team are aiming to push the boundaries even further.
"Our future goals in AI and tech are focused on becoming smarter, faster, and more intuitive,” he explains. “We want to create an experience that’s not only personalised but anticipates our customers’ needs before they even realise them.”