American Water Leadership Changes to Enhance Customer Strategy

Leadership Changes at American Water for Enhanced Customer Focus

Recently, American Water (NYSE: AWK), the largest regulated water and wastewater utility company in the United States, made significant announcements regarding state leadership changes and the creation of a vital customer strategy role. These adjustments aim to streamline operations and improve customer service, reflecting the company's ongoing commitment to excellence.

The New Customer Strategy Role

A key initiative within this transition is the appointment of Lynnae Wilson as the Senior Vice President of Customer Strategy. This new position is designed to focus on the strategic coordination of customer service and technology. In our increasingly digital world, utilizing technology effectively is crucial for delivering exceptional customer experiences. Wilson will oversee both the Customer Service and Information Technology (IT) divisions, emphasizing the integration of technological solutions to enhance service delivery.

Lynnae Wilson's Extensive Experience

With over 20 years in the utility sector, Wilson brings a wealth of knowledge and experience to her new role. In her previous position at CenterPoint Energy, she successfully managed all facets of electric operations, highlighting her ability to lead technical and operational teams in serving millions of customers across multiple states.

Key Leadership Appointments

Matt Prine, who served as President of Indiana American Water since 2019, has been promoted to Chief Customer Officer. His experience in state operations is expected to strengthen the synergy between customer service and operational functions. Meanwhile, Deb Degillio has been appointed as Chief Technology and Information Officer, leveraging her expertise in technology-supported customer service systems.

Barry Suits and Laura Runkle Stepping Up

In further leadership changes, Barry Suits, the current President of Maryland and Virginia American Water, will succeed Prine as the President of Indiana American Water. Laura Runkle, presently the Vice President of Operations for Iowa American Water, will take Suits' place in Maryland and Virginia American Water. Suits has a long tenure with American Water, having begun his journey with the company back in 1999, while Runkle’s experience spans various roles across multiple states since she joined in 2010.

Taking Steps Towards Transition

To ensure a seamless transition, especially in state leadership roles, the company has stated that these changes will take effect on a specific date in the future. This careful planning reflects American Water’s commitment to maintaining stability and supporting its workforce through these transformations.

Commitment to Service Excellence

Cheryl Norton, the Executive Vice President and Chief Operating Officer of American Water, expressed enthusiasm about these appointments. She noted, “This is an exciting day for our company to promote highly experienced, long-time American Water employees as well as bring on someone like Lynnae, who has deep utility and operations knowledge.” Norton emphasized the team's dedication to providing safe, clean, reliable, and affordable water services while prioritizing customer needs.

About American Water

American Water (NYSE: AWK) has a longstanding legacy, tracing its origins back to 1886. The company has made a significant impact on the lives of over 14 million people by delivering essential drinking water and wastewater services across 14 states and 18 military installations. With a robust workforce of 6,500 skilled professionals, American Water is dedicated to using its national scale to optimize performance and ensure customer satisfaction.

Frequently Asked Questions

What changes has American Water announced recently?

American Water announced leadership changes including the creation of a new customer strategy role, and adjustments to several state leadership positions.

Who is Lynnae Wilson?

Lynnae Wilson has been appointed as the Senior Vice President of Customer Strategy, focusing on improving customer service through technology integration.

What roles have other executives taken on?

Matt Prine becomes Chief Customer Officer and Deb Degillio is the new Chief Technology and Information Officer, enhancing operational efficacy.

When will these leadership changes take effect?

The changes will take effect on a specified future date, ensuring a smooth transition of responsibilities.

What is American Water’s mission?

American Water is committed to providing safe, reliable, and affordable water and wastewater services while ensuring customer satisfaction and environmental stewardship.

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