Andrew Bailey

Commander
DISC Type : D

Head of Customer Service Strategy & Vulnerability at SSE plc

United Kingdom

Overview

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.

Personality Overview

Very Quick

Risk-Taker

Strong-Willed

They are not focused on building rapport and relationships.  They are very proud of what they do. They like to be in a position where they can control the conversation and terms.

Topics They Care 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.
People-Led Engagement
His leadership philosophy is rooted in strong people engagement, creating an inclusive culture, and enabling teams through new technologies to deliver outstanding results.

Media Appearances

Andrew has no verified media appearances

Work History

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

Education

2002 - 2004
MBA from Edinburgh Napier University
2003 - 2004
 Institute of Management – Diploma in Management from Edinburgh Napier University

More Information

Social Presence :

Prographics :

Exp : 22 Location : United Kingdom Job Level : Mid-senior Designation : Head of Customer Service Strategy & Vulnerability at SSE plc
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Insights For Selling To Andrew

During A Call Or A Meeting

DO's

  • Help them weigh the risks by sharing objective proof points without becoming too analytical
  • Use phrases like ‘it’s your decision’, ‘strategic impact’ etc.
  • Make sure that you circle back fast on any action items, it wins their trust

DONT's

  • Avoid being a storyteller and don’t try to oversell
  • Do not back off when challenged, respond with a confident, objective answer instead
  • Don’t be in a rush to invite them for a social meet and greet

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Andrew is

  • Conviction around the impact matters the most to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Andrew

  • If they decide not to use your product, they will say no clearly.

Insights For Deal Planning

    How fast (or slow) will Andrew move?

  • They can take decisions very fast if you manage to convince them.
  • Can Andrew take some risk or not?

  • The risks don’t matter much to them.

You And Andrew

Personality Compatibility


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