Russell Lane

Supporter
DISC Type : s

Head Of Customer Experience at Utilita Energy

East Hampshire, England, United Kingdom

Overview

Russell Lane is the Head of Customer Experience at Utilita Energy, focused on innovation and solving complex problems. With a background at SSE plc, he has a proven success in leading diverse teams to streamline operations, improve processes, and achieve outstanding results.

He is passionate about social responsibility, particularly in supporting individuals experiencing financial distress. Russell actively contributes to initiatives aimed at identifying and assisting vulnerable customers, viewing it as a vital part of his work.

In 2024, Russell was named one of the top 100 inspirational leaders by the Customer Experience Management Association.

Personality Overview

Risk-averse

Calm

Thoughtful In Approach

They usually go by the book, following all rules and procedures.  They are motivated by the potential impact of their decision on the organization. They are unlikely to become strong champions as they don't prefer pushing other people.

Topics They Care About

Customer Experience
As Head of CX and a recognized industry leader, he focuses on leveraging data and technology to make things easier for customers and enhance their journey.
Smart Meter Data
He actively demonstrates how Utilita uses smart metering data to generate valuable customer insights and power self-service features in the "MyUtilita" app.
Financial Vulnerability
He is a vocal advocate for identifying and supporting customers in financial distress, contributing to industry reports on the topic and emphasizing its vital importance.

Media Appearances

Russell has no verified media appearances

Work History

9-2017
Head Of Customer Experience at Utilita Energy
2-2015 - 5-2017
Operations Manager at SSE plc
1-2012
Performance & Strategy Manager at SSE plc
1-2009
Interim Management at SSE plc

Education

Russell has no verified education history

More Information

Social Presence :

Prographics :

Exp : 16 Location : East Hampshire, England, United Kingdom Job Level : Mid-senior Designation : Head Of Customer Experience at Utilita Energy
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Insights For Selling To Russell

During A Call Or A Meeting

DO's

  • Focus your pitch on the impact that you could help them have on their organization
  • Show willingness to accommodating their needs or requests
  • Pause and ask them if they have any questions

DONT's

  • Don’t rush them to make quick decisions
  • Don’t don the salesperson avatar, be the friendly advisor instead
  • Don’t use phrases like ‘there might be’, ‘we haven’t yet’, ‘latest technology’ etc.

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Russell is

  • Low risk, approval of other stakeholders and successful process-based evaluation are most important for them.
  • Will you ever get a clear answer from Russell

  • They don’t say no very often, and can take you around in circles sometimes.

Insights For Deal Planning

    How fast (or slow) will Russell move?

  • They do not like to rush, so they could be slow in making decisions.
  • Can Russell take some risk or not?

  • They have little risk-appetite and prefer to take decisions that others support.

You And Russell

Personality Compatibility


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