Stephanie Cawley

Enthusiast
DISC Type : i

Director of Customer Operations at Severn Trent

Greater Northampton Area, United Kingdom

Overview

Stephanie Cawley is the Director of Customer Operations at Severn Trent, where she leverages 20 years of experience in service improvement and large-scale operational management. Educated at Saïd Business School, University of Oxford, she is responsible for water and wastewater teams serving 8. 5 million customers. People describe her as an engaging, caring, and empathetic leader.

Stephanie has a strong passion for people management and excels at leading geographically dispersed teams. She is known for her willingness to listen, understand, and act to make a difference. Her focus is on motivating people to deliver excellent results while ensuring they enjoy their work.

She is a key voice in public communications, advocating for environmental protection by discouraging the flushing of plastic-containing wet wipes to prevent sewer blockages.

Personality Overview

Story Driven

Consensus Focused

Non-Confrontational

They prefer to build relationships rather than staying totally transactional.  Unlike D or C types, they are convinced more by stories and testimonials. They agree with others often, so exercise caution when relying on their word.

Topics They Care About

Customer Operations
As Director of Customer Operations, she is responsible for the teams that produce and distribute 1. 9 billion litres of water daily to 8. 5 million customers.
People Management
States that her passion is people management and has extensive experience managing large, geographically dispersed teams at Severn Trent and Openreach.
Service Improvement
Has 20 years of experience in service improvement, from managing large operational teams to developing individual customer service plans.

Media Appearances

Severn Trent Announces New Director of Customer Operations. Featured in Severn Trent

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Steph Cawley, Severn Trent PLC: Profile and Biography. Featured in Bloomberg

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Steph Cawley – Governance Profile. Featured in Severn Trent plc

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Work History

5-2023
Director of Customer Operations at Severn Trent
5-2021 - 4-2023
Head of Water Treatment at Severn Trent
5-2018 - 6-2021
Head of Water Netwoks at Severn Trent
5-2014 - 4-2018
General Manager, Service Delivery at Openreach
4-2013 - 5-2014
General Manager, Service Management Centres at Openreach

Education

2010 - 2012
Masters from Saïd Business School, University of Oxford
1998 - 2001
BA from University of Reading

More Information

Social Presence :

Prographics :

Exp : 24 Location : Greater Northampton Area, United Kingdom Job Level : Mid-senior Designation : Director of Customer Operations at Severn Trent
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Insights For Selling To Stephanie

During A Call Or A Meeting

DO's

  • Invite them for a lunch or a drink/coffee
  • Maintain high, positive energy and convey confidence
  • Speak from experience about success that the product has seen with other customers

DONT's

  • Don’t be excessively objective, be like a storyteller with them
  • Don’t ask too many questions in one go, weave them into the flow
  • Avoid overloading them with too much information

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Stephanie is

  • Relationship and rapport are valuable for them, but so is proven product value.
  • Will you ever get a clear answer from Stephanie

  • They probably won't say no directly.


Insights For Deal Planning

    How fast (or slow) will Stephanie move?

  • They are not the ones to make fast decisions, even while they stay committed.
  • Can Stephanie take some risk or not?

  • They can take some low-probability risks if needed.

You And Stephanie

Personality Compatibility


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