Russell Johnstone’s 2023 can be split into equally impressive halves. Firstly, he assisted BT as general counsel for the consumer division in their national transformation. The function has gone from an old legacy BT lead broadband and mobile company to a new EE-led general technology consumer brand with completely reengineered products. Customer satisfaction and employee engagement have improved dramatically. The business has launched EE ID, an identity that anyone in the UK can have, which becomes the gateway to a whole set of services including insurance and gaming. The ID is expected to evolve over time and is the foundation of the new business.
BT is also battling multiple billion-pound consumer class actions. Last year they won the Phones For You litigation, a competition collusion claim worth £1bn. Johnstone also has Ofcom’s consultation that could ban the way BT raises prices on his horizons.
The year ahead consists of three main priorities for Johnstone. His firm aim is to manage the big litigations and consultations. Secondly, he hopes to take EE to the next level, grow the consumer business and developing new products. The GC is also focused on bringing the legal, risk and compliance teams together.