Andrew Bailey in

Andrew Bailey

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Head of Customer Service Strategy & Vulnerability at SSE plc
📍 United Kingdom

Andrew Bailey is a customer-focused leader and the Head of Customer Service Strategy and Vulnerability at SSEN. With an MBA from Edinburgh Napier University, he specializes in operational growth and transformational change, holding previous director-level roles at Nationwide Building Society and BT.

He has a strong focus on enhancing customer journeys through the harmony of people and technology. People who have worked with him describe him as professional and having deep domain knowledge.

Andrew is currently leading the implementation of the AWS Connect platform to transform the customer contact experience at SSEN.

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Experience
22 Years
Current Role
Head of Customer Service Strategy & Vulnerability
Job Level
Mid-senior
Location
United Kingdom
Personality Overview

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Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Andrew cares about

Customer Vulnerability
His current role is focused on this, and he recently led the publication of SSEN's Annual Vulnerability Report to highlight progress and support for vulnerable customers.
CX Transformation
A consistent theme in his career, he is focused on transforming customer experiences and is currently implementing the AWS Connect platform at SSEN.
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Career

Work history

11-2022
Head of Customer Service Strategy & Vulnerability
SSE plc
3-2021 - 12-2022
Director of Business Architecture, Mapping & Continuous Improvement
Nationwide Building Society
3-2020 - 3-2021
Head Of Operations
Nationwide Building Society
1-2019 - 3-2020
Director - Strategy & Transformation BT Group
BT
4-2016 - 12-2018
Director of Customer Service
BT
In the press

Media appearances

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Education
2002 - 2004
MBA
Edinburgh Napier University
2003 - 2004
 Institute of Management – Diploma in Management
Edinburgh Napier University
Social presence
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Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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