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In Nigeria, tens of millions of people live without access to reliable power. Utibe Bassey grew up in Lagos, and knows what it’s like to not have electricity to perform simple daily tasks.

When she moved to the United States as a teen, she didn’t think much about electric utilities. But she did think about how managers treat employees – a thought spurred by an unfortunate instance she witnessed while working at a fast food chain. Ever since then, Utibe has refined her personal philosophy, “Love as a KPI,” which prioritizes kindness and human connection in the workplace.

As we prepare for our season six launch, we bring you one of our favorite episodes from season three of With Great Power. In this rerun episode, Utibe tells Brad about how she puts her personal philosophy to work at Dominion Energy, where she is vice president of customer experience. She also talks about what it means to work in the power industry, having lived without access to reliable power in her youth.

Credits: Hosted by Brad Langley. Produced by Erin Hardick. Edited by Anne Bailey. Original music and engineering by Sean Marquand. Stephen Lacey is executive editor. The GridX production team includes Jenni Barber, Samantha McCabe, and Brad Langley.

Unconventional lessons in customer experience