Mike Gauterin

Commander
DISC Type : D

Chief Customer and Technology Officer at United Utilities

Warrington, England, United Kingdom

Overview

Mike Gauterin is the Chief Customer and Technology Officer at United Utilities, a FTSE 100 company. An award-winning leader in digital transformation and customer experience, he has extensive experience managing large-scale commercial and service functions at companies like BT. He holds an MBA with Distinction from Alliance Manchester Business School and is also a Chartered Adjudicator.

Outside of work, Mike is passionate about supporting his community and family. He actively participates in local clean-up initiatives for Remembrance Sunday and enjoys attending large music events with his family. He is also a long-term advocate for the protection of public-facing workers and is a dog owner.

He has supported the "Service with Respect" campaign for over five years, advocating for better protection for frontline workers.

Personality Overview

Decisive

Candid & Clear

Very Quick

They like to act fast and expect others to do the same.  They respond better to strong and respectful interactions. They are not focused on building rapport and relationships.

Topics They Care About

Customer Experience
As CCO, VP of the Institute of Customer Service, and the 2022 CX Leader of the Year, this is central to his professional identity and achievements.
Digital Transformation
His dual CCO/CTO role and background highlight his focus on implementing technology to enhance operational efficiency and drive customer-centric solutions.
Frontline Worker Safety
He is a signatory on open letters and a long-term supporter of the "Service with Respect" campaign, showing a deep commitment to protecting public-facing employees.

Media Appearances

Meet our executive team - United Utilities. Featured in United Utilities

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Work History

1-2023
Chief Customer and Technology Officer at United Utilities
10-2021 - 12-2022
Managing Director Service, BT Enterprise at BT
12-2018 - 10-2021
Director, Customer Service. BT Enterprise at BT
4-2016 - 12-2018
Director, BT Supply Chain at BT
3-2013 - 3-2016
Director, Supplier Management at Openreach

Education

2014 - 2016
MBA (Distinction) from Alliance Manchester Business School
2009 - 2011
PGDipAdj from University of Reading

More Information

Social Presence :

Prographics :

Exp : 22 Location : Warrington, England, United Kingdom Job Level : Leadership Designation : Chief Customer and Technology Officer at United Utilities
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Insights For Selling To Mike

During A Call Or A Meeting

DO's

  • Objectively showcase the impact that your product creates
  • Be respectful but crisp
  • Make sure that you circle back fast on any action items, it wins their trust

DONT's

  • Avoid being too verbose
  • Don’t focus on process and rules, give the impression of being a ‘gets it done’ person
  • Do not back off when challenged, respond with a confident, objective answer instead

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Mike 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 Mike

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

Insights For Deal Planning

    How fast (or slow) will Mike move?

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

  • The risks don’t matter much to them.

You And Mike

Personality Compatibility


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