Rowena Hammond

Examiner
DISC Type : sc

Head of Customer Demand Management at South East Water UK

Kent, England, United Kingdom

Overview

Rowena Hammond is a customer-focused leader, currently serving as the Head of Customer Demand Management at South East Water UK. Her career is built on a deep expertise in customer experience and insight, with previous leadership roles at Saga plc. She holds a BA Hons from Canterbury Christ Church University.

Based on her social sharing, Rowena appears to have an interest in popular culture and new media, such as podcasts. She actively promotes career opportunities within her field, highlighting her engagement with the professional community and interest in building strong teams.

Her teams work was recognized with a BSI Kitemark for their commitment to providing inclusive and excellent service to vulnerable customers.

Personality Overview

Status Quo Seeker

Late Adopter

Process Oriented

They are thorough and always follow a systematic approach.  They do not like taking risks at all and go for proven options in the end. Being observant comes to them naturally.

Topics They Care About

Customer Insight
Her career history is centered on customer insight, and she has actively recruited for specialist roles in this area, indicating its high importance.
Vulnerable Customers
She has been quoted expressing pride in supporting over 115, 000 customers on a Priority Services Register and developing key charity partnerships.
Customer Experience
Previously held the title "Head of Customer Experience and Insight, " showing a long-standing professional focus on improving the customer journey.

Media Appearances

Rowena has no verified media appearances

Work History

7-2025
Head of Customer Demand Management at South East Water UK
7-2023 - 7-2025
Head of Customer Experience and Insight at South East Water UK
8-2019 - 4-2023
Head of Customer Insight at Saga plc.
5-2018 - 8-2019
Head of Customer Experience Insight at Saga plc.
10-2017 - 5-2018
Travel customer insight manager at Saga plc.

Education

2003 - 2006
BA Hons from Canterbury Christ Church University
1996 - 2003
Education details unavailable from Wilmington Hall School

More Information

Social Presence :

Prographics :

Exp : 17 Location : Kent, England, United Kingdom Job Level : Mid-senior Designation : Head of Customer Demand Management at South East Water UK
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Insights For Selling To Rowena

During A Call Or A Meeting

DO's

  • Expect them to be slow and cautious, encourage them to ask more questions
  • Be firm in your communication and stay in control
  • Spend time addressing concerns around risk and change, they will have them even if they don't express them

DONT's

  • Don't use phrases like 'do not worry', 'i promise' etc.
  • Don't push them too hard to make fast decisions, give them time
  • Avoid getting into storytelling mode, especially when they ask specific questions

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Rowena is

  • Adoption by others is very important to them, followed by confidence in ROI.
  • Will you ever get a clear answer from Rowena

  • Often, they don't say no, or keep going about it in circles.

Insights For Deal Planning

    How fast (or slow) will Rowena move?

  • They don't like to hasten, so their speed of decision-making may be slow.
  • Can Rowena take some risk or not?

  • They have little willingness to take risks, and prefer making calculated decisions.

You And Rowena

Personality Compatibility


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