Andrew Heath is Vice President, Utility and Technology, Media & Telecom (TMT) Intelligence at J.D. Power.

Dr. Heath has more than 30 years of experience working within the services and utility sectors in both the United States and the UK. He leads the J.D. Power Sustainability Leadership Program. Prior to joining J.D. Power in 2011, he was the director of customer satisfaction services at E Source. Prior to that, he was CIO at Powergen, now E.ON, where he developed the company’s UK e-business strategy.

Dr. Heath received a bachelor’s degree in management science from the University of Lancaster and a Ph.D. in management science from Imperial College, London.

Brent Craige is a Director of Utilities Intelligence, where he delivers utilities actionable insights to drive customer experience improvements. Mr. Craige is also responsible for assisting clients to prioritize initiatives based on their Voice of the Customer data. Before joining J.D. Power, Mr. Craige

led the business performance team for New Jersey Natural Gas where he was responsible for improving customer experience utilizing customer satisfaction and customer service operational data. Mr. Craige earned a master’s degree in business administration from Tulane University.

Prior to joining New Jersey Natural Gas, Mr. Craige held several Customer Experience management, strategic planning and sales operation roles
at Hewlett Packard. Throughout his career, he has led large operational and customer experience teams and has a record of delivering improved customer experience and operational excellence.

Chris Oberle is Managing Director, Utilities Practice at J.D. Power where he develops and delivers research and best practices that advise clients on paths to improve customer satisfaction with core service, brand perceptions, product development, customer engagement, communications and outreach efforts. Mr. Oberle has 25 years of experience advising utility managements on how to optimize their customer experiences. He rejoined J.D. Power in 2022 after previously working for the company for 13 years.

Prior to rejoining J.D. Power, Mr. Oberle was a Senior Vice President at Escalent, where he founded and led the syndicated utility practice. In this role, he managed all aspects of the residential and business customer trust and engagement benchmark studies, performance modeling and analysis, management advisory, and best practice reporting. He also developed value-added business partnerships with leading industry consulting and market information firms.

Previously, Mr. Oberle was a Principal at Navigant Consulting, where he was engaged to consult on retail energy company development, ESCO product development, customer service innovation, and process design and improvement.

Mr. Oberle is a frequent speaker at industry conferences and events. He holds a bachelor’s degree from the University of Southern California and an MBA from Georgetown University.

John Hazen is Managing Director, Utilities Intelligence at J.D. Power. He is responsible for working with utilities across the United States to help them understand the importance of customer satisfaction and how to improve their customers’ experience.

Mr. Hazen joined J.D. Power in 2008 as director, Voice of the Customer. Prior to that, he was the director of Guest Services at the Disney Internet Group. Previously, he led award-winning call center sites for Saturn, DirecTV and OnStar. He also has international experience in managing offshore teams.

Mr. Hazen earned a bachelor’s degree in marketing from Western Michigan University.

Mark Spalinger is a Director of Utilities Intelligence at J.D. Power. He is responsible for delivering actionable insights and thought leadership to utilities across the United States to help them understand the importance of customer satisfaction and how to improve their customers’ experience.

Previously at the company, Mr. Spalinger served as a Senior Consumer Insights Analyst, Research Manager, Research Supervisor, Research Specialist and Research Associate within the Utility Practice. He joined J.D. Power in 2006.

Mr. Spalinger received a bachelor’s degree in sociology from California State University Northridge.

More to come. 

Maureen Russolo is the Senior Director, Utilities Intelligence at J.D. Power, where she works closely with utility clients to deliver actionable insights, to improve the customer experience across Canada and the United States. Before joining J.D. Power, Maureen held several Vice President, Customer Experience roles across various industries, including Retail, Utility ERP Technology, Manufacturing, and Research and Best Practices. Throughout her career, she has led large operational and customer experience teams and has a proven track record of delivering improved customer and employee advocacy and operational excellence. She has deep Utility knowledge and was one of the first individuals to start to focus on customer experience in the Utility industry. She started her career at Union Gas Limited where she held various operational and customer service roles, including creating their first customer experience strategy and roadmap and she worked with dozens of Utilities while at E Source to help them improve their customer experience, digital experience and enhanced operational optimization and she was one of the key individuals that established their consulting practice.

Maureen is a Certified Customer Experience Professional (CXPA), and she is a Certified Change Management Professional (PROSCI) and is an Advisory Board member for the Customer Service Professionals Network (CSPN).

Milo Twiford has over 15 years of experience in energy business development and holds a master’s degree in energy management. As an Account Director at J.D. Power covering the Western U.S., Mr. Twiford collaborates with utility clients to deliver research-based insights and solutions that support customer experience improvements and strategic decision making. Mr. Twiford’s focus is on helping clients leverage data to enhance customer satisfaction and meet evolving industry benchmarks.

Ramah Vaughn is a Director of Utilities Intelligence, where he delivers actionable insights to utilities across the country to improve customer satisfaction. Mr. Vaughn is also responsible for helping clients prioritize initiatives based on voice-of-the-customer data. Before joining J.D. Power, Mr. Vaughn led the customer insights team for Baltimore Gas & Electric where he was responsible for fielding research and improving customer experience. Mr. Vaughn earned a bachelor’s degree in information science from Morgan State University.

More to come.