Michael Lowe is the Customer Services Executive for Salt River Project, a major water and power utility serving over 930,000 electric customers in metropolitan Phoenix, Arizona. In his role as troubleshooter and agent of change, he leads a staff of 950 with an annual budget in excess of $162 million. He directs major customer programs and initiatives, as well as supporting work processes and information technology. His operational responsibilities include new product development, sales, call centers, regional customer service offices, metering, meter reading, billing, and collections. Based in large part on his leadership efforts, SRP has received twelve JD Power Awards for customer satisfaction, an unprecedented record in the industry. In addition, he and his management team secured certification by JD Power for SRP’s call centers in 2006, 2007, and 2008, demonstrating depth and breadth of management skills and processes and an overall dedication to customer satisfaction.
Mr. Lowe continues to be instrumental in shaping service delivery at Salt River Project as a means to enhance its competitive advantage. He has developed a host of services leading to enhanced customer satisfaction and loyalty. These include the largest program for prepaid electric service in North America; a territory-wide network of utility-owned automated payment kiosks which process 3 million payments per year; and the second-largest time-of-use pricing program in the United States. Additionally, Mr. Lowe has deployed over 300,000 smart meters and plans for territory-wide implementation over the next 6 years. Customers served by smart meters now are able to view their prior day’s usage on the internet.
Mr. Lowe and his management team successfully planned and implemented a flash cutover to a new customer information system in May 2004 with no significant disruption to service levels and daily operations. His preparations included development of a training program for 1,400 employees, internal and external communications plans, a management system to ascertain the normalcy of all operations following the implementation of the new system, and industry-leading business resumption processes to provide operational continuity in the event of extended downtime of the new customer system.
Mr. Lowe’s experience includes thirty years in positions of increasing responsibility in finance, information systems, and customer services. He has a strong technical background in costing, pricing, corporate budgeting, corporate financial planning, and all facets of treasury operations. He led first efforts at the company to align delivery of information systems with corporate strategic direction, identifying enhanced customer information and improved customer systems, as the greatest point of focus.
Mr. Lowe is immediate past Chairman of the Community Board of Catholic Healthcare West East Valley Hospitals and a current member of the regional board for Catholic Healthcare West, where he represents the interests of Chandler Regional Medical Center and Mercy Gilbert Medical Center. He served as a past member of the board for Catholic Charities Social Services of the Diocese of Phoenix and past treasurer of the Phoenix Chapter of the Financial Executives Institute. He received his MBA from Arizona State University. He also holds a BA in economics, summa cum laude, from California State University, Stanislaus.
An avid cyclist and second-generation native of Arizona, Mr. Lowe resides with his wife, Sandy, and his two sons in Tempe, Arizona.