Spencer Tillett

Captain
DISC Type : DS

Head of Delivery Excellence at Thames Water

Reading, England, United Kingdom

Overview

Spencer is a customer-centric digital transformation leader with extensive experience at blue-chip firms like Thames Water, Heathrow, and Virgin Media O2. He specializes in large-scale business change and holds an MBA from Henley Business School. Colleagues describe him as tenacious, goal-oriented, and supportive.

He is a passionate advocate for professional development, volunteering as a Corporate Relationship Manager for the Change Management Institute to champion the practice. He also founded his own consultancy, Black Pug Consulting, indicating an entrepreneurial drive and a potential fondness for the dog breed.

Unique fact: He holds a CTC (Counter Terrorism Check) security clearance.

Personality Overview

Long-Term Thinker

Output-Driven

Consummate Professional

They are very professional in their approach and can weigh multiple perspectives together.  They might take some time to make their mind up but once they do, they don't change it easily. Reading between the lines and seeing beyond your words comes naturally to them.

Topics They Care About

Digital Transformation
Leads enterprise-scale digital transformation, focusing on improving sales, service operations, and customer engagement at companies like Thames Water and Virgin Media O2.
Change Management
A core focus of his career, he has led change initiatives at Heathrow and volunteers with the Change Management Institute to promote best practices.
Customer Experience
His work is centered on delivering brilliant experiences for both customers and colleagues to achieve outstanding business results and long-term engagement.

Media Appearances

Spencer has no verified media appearances

Work History

11-2025
Head of Delivery Excellence at Thames Water
2-2024 - 11-2025
Business Change Manager at Heathrow
10-2023
Corporate Relationship Manager at Change Management Institute
5-2023
Founder, Director at Black Pug Consulting
8-2018 - 4-2023
Digital Transformation Lead - Sales & Service at Virgin Media O2

Education

MBA from Henley Business School
European Contemporary Studies (formerly Humberside University) from University of Lincoln

More Information

Social Presence :

Prographics :

Exp : 10 Location : Reading, England, United Kingdom Job Level : Mid-senior Designation : Head of Delivery Excellence at Thames Water
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Insights For Selling To Spencer

During A Call Or A Meeting

DO's

  • Use phrases like 'your team deserves', 'best in class' etc.
  • During followups, use phone or text if needed, they should be fine
  • Suggest clear next steps with confidence, don't be vague or hesitant

DONT's

  • Avoid putting conscious effort into relationship-building
  • Don't shy away from asking hard questions, but be extra polite
  • Don't take their patience for granted, avoid long-winding sermons

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Spencer is

  • Strong proof of impact and their conviction will matter the most, but they wouldn't want to act unilaterally either
  • Will you ever get a clear answer from Spencer

  • They will say no if they are not convinced but you will have to prompt them.

Insights For Deal Planning

    How fast (or slow) will Spencer move?

  • They will want to understand things well but can move fast once they have a clear picture.
  • Can Spencer take some risk or not?

  • They have good risk tolerance but are likely to think it through once or twice.

You And Spencer

Personality Compatibility


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