Avangrid Names New VP Of Customer Service

by Staff Report

ORANGE, CT — Avangrid has a new vice president of customer service. 

Willa Hightower brings nearly two decades of leadership experience to the role at the utility company, which is the parent of United Illuminating (UI), Connecticut Natural Gas (CNG), Southern Connecticut Gas (SCG) and Berkshire Gas Company (BGC), the company said in a news release.

“Willa brings the kind of strategic, customer‑centered leadership that will help us continue improving service quality and operational performance,” said Frank Reynolds, president and CEO of UI, SCG, and CNG, and CEO of BGC. “I am excited to welcome Willa to our organization and look forward to the positive impact she will make for our customers, employees, and communities.”

Throughout her career, Hightower has demonstrated a passion for customer-focused leadership and innovation, the company said. 

“She has led major transformation efforts, modernized customer systems and digital platforms, improved operational efficiency, strengthened regulatory partnerships, and championed talent development programs that foster inclusive and high-performing teams,” Avangrid said in the news release. “Hightower is a highly accomplished utility industry executive.”

Most recently, she served as vice president of customer operations, where she led a 1,000-person organization across four states, with responsibility for contact centers, field services, billing, revenue management, and key account support.

“I’m honored to join Avangrid and excited to support UI, SCG, CNG, and BGC in delivering exceptional service to our customers,” said Hightower in a statement. “It’s a privilege to join an organization so deeply committed to its customers and communities, and I look forward to working with our talented teams to build on that commitment and deliver service that is reliable, responsive, and centered on the people we serve.”

In her new role, Hightower will provide strategic leadership for all customer-facing functions across Connecticut and Massachusetts, including customer satisfaction, billing, contact center operations, key accounts, and credit & collections, the company said. 

“She will advance the companies’ commitment to exceptional customer experiences while ensuring operational excellence, regulatory compliance, and strong stakeholder partnerships,” Avangrid said in the news release. “Beyond her professional accomplishments, Willa is deeply committed to community service and nonprofit leadership, serving on boards and supporting initiatives that advance education, community development, and professional engagement.”