Challenges
Liberty Utilities launched its Customer First program to enhance service quality, streamline operations, and embed customer-centricity into every decision. This included a major technology replacement program across all systems at all operating companies. To ensure successful adoption, Liberty’s state president engaged U2030 to provide executive coaching and change-management support to individual state presidents.
Transforming processes is one thing—transforming mindsets and culture is another. Liberty’s leadership team faced change fatigue, role ambiguity, and resistance as Customer First rolled out across operating companies.
Approach
Through one-on-one executive coaching sessions, U2030 helped state presidents build change leadership competency, clarify goals, identify roadblocks, and create an actionable framework for leading through ambiguity. Coaching focused on strengthening communication, building influence, and managing stakeholder resistance with empathy and confidence.
Outcomes
The engagement resulted in stronger cross-functional alignment, renewed leadership confidence, and visible progress in program adoption. As one executive shared, “U2030 helped me see that change doesn’t have to feel chaotic—it can be grounded in empathy and guided by purpose.”
U2030 Capabilities & Success Factors U2030’s coaching model blends leadership psychology, change management frameworks, and organizational alignment to help executives lead with clarity through enterprise-wide change. Our coaching engagements build trust, enhance communication, and align leadership around shared transformation goals.
