Show Date: November 14th, 2018
Download podcast at: Omny.fm
Ms. Felecia Etheridge
Chief Customer Engagement Officer
Felecia Etheridge is the Chief Customer Engagement Officer for CPS Energy. In this role, she is charged with ensuring intentional, consistent, exceptional experiences for both customers and communities. She has strategic & operational responsibility for customer & community services, managed accounts.
Most recently, Ms Etheridge had her own consultancy, assisting companies with developing strategies to drive efficiencies through improved customer experiences. Prior to her successful consulting career, she was an executive with PG&E, where she had positions of increasing responsibility in customer experience, marketing, customer intelligence, digital strategy and operations, customer operations, national account services, key account management, intelligent metering and first-responder customer teams.
Before her tenure at PG&E, Felecia was a senior leader at TXU Energy, where, throughout her tenure, she had responsibility for marketing, regulatory and legislative affairs, as well as IT. She and her team were instrumental in designing the successful Texas competitive retail electric market for the Electric Reliability Council of Texas (ERCOT). She began her career in field customer services, energy efficiency, and key account management, as well as distribution engineering.
Ms Etheridge has been a leader, not only in Texas and California, but also in Australia, where she was General Manager for all customer services, customer operations, and competitive market operations for Global Energy Solutions in Melbourne, Australia. She has also participated in multiple M&A engagements domestically and abroad.
Felecia has received the San Antonio Business Journal Women’s Leadership Award, recognizing her as a leader in her field, in the community, and as an agent of positive change. She has also been recognized in San Antonio Woman Magazine for Women in Business.
Ms Etheridge is a graduate of Harvard Business School’s Advanced Management Program. She has a BBA in International Marketing from Texas A&M University. She currently sits on the P16+ Board of Directors, the Make‐A‐Wish Governing Board, Clarity Child Guidance Center Board, and is a past member of J.D. Power’s Executive Advisory Board.