Utility Week

32 | OCTOBER 2022 | UTILITY WEEK Q&A What was your rst job in the utilities sector? Strategic customer research manager for Northumbrian Water Group – maternity cover then permanent. What is the most signi cant way that today's utili- ties sector di ers from the one you rst joined? Water retailers have introduced new blood, and unlocked innovation and competition in the water industry which was previously under-serving non- household customers. What is your golden rule for overcoming challenges at work generally? Persistence. Keep asking why or why not. Revisit things when circumstances change. How would you describe your creative process in three words? Challenge assumptions and • y. What's the best piece of advice you've been given? I decided to overcome long-term social anxiety (shyness) while working for a consultancy because I hated pre- senting so much and knew I would need to, to progress. On a friend's advice, I went to an amazing hypno- therapist and it works wonders to this day. It established good brain pathways and thinking habits that lead to self-con… dence and clarity and so self-perpetuate. She also gave me recordings and taught me self-hypnosis so that I was self-su† cient. I went back to her for hypno- birthing though! What do you think is the key to creating the conditions for innovation within the utilities sector? Time and headspace – not … re-… ghting all the time. And making serendipitous connections with people. Did you learn anything new about collaborating or innovating as a team or business during the pandemic? That we all need the hormones cre- ated by being physically present with each other. Remote working has its place for focused indi- vidual tasks, but we'd be a lot less creative and e† cient if all our company was working from home all the time. Which other industry do you feel that utilities can learn most from when creating the conditions for innovation? SoŠ ware development. What excites you most about the next 10 years in the utilities sector – any trends, tech or speci c innovations? That we have a … nite few years to turn the planet's course around. I'm very happy to be in my current role, where we can in• uence government, regulators, employees and customers to reduce consumption. I can look my kids in the eye and tell them that I did what I could. What do you think will be the de ning factor in the UK hitting its net-zero targets? People getting back into a scarcity mindset rather than expecting constant growth. Growth should now come from frugality and reuse rather than new shiny things that have many hidden ecological and social costs. What is the change you'd most like to see within the utilities industry? Younger people having greater responsibility and not always bowing to experience and inertia. Our founders and directors are mostly in their thirties. They're truly devoted to creating a better world because they have more stake in it. How do you feel utilities can collaborate more – or more e ectively? Improving the regulatory framework so there is a truly level playing … eld (competition) between associated and unassociated retailers, wholesalers and other market participants and next to no market frictions. What do you think is the biggest challenge facing the utilities sector at present? Customers being aware of their consumption and it's impact, and caring enough to reduce it. Which issues or opportunities within the industry don't you feel get enough airtime? Metering – it's unfair that many customers are still not metered or have broken or long unread ones. Soon they'll have to be if water trading between regions starts to get traction. We need a smart meter or logger roll out quickly to help customers understand and reduce their consumption – particularly acting on leaks quickly. Meet the innovators that I was self-su† cient. I went back to her for hypno- birthing though! What do you think is the key to creating the conditions for innovation within the utilities sector? Time and headspace – not … re-… ghting all the time. And making serendipitous connections with people. Did you learn anything new about collaborating or innovating as a team or business during the pandemic? That we all need the hormones cre- ated by being physically present with each other. Remote working has its place for focused indi- vidual tasks, but we'd be a lot less creative and e† cient if all our company was working from home all the time. Fresh from Everfl ow being named Retailer of the Year at the Water Industry Awards 2022, we talk to its environmental and regulatory aff airs manager, ClareGalland.

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