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Penni McLean-Conner is Chief Customer Officer and Senior Vice President of Customer Group for Eversource Energy. She is responsible for providing Eversource’s 3.5 million electric and gas customers with high-quality customer service and delivering a cost-effective portfolio of electric and gas energy efficiency programs.

Penni is a recognized thought leader in the utility industry with over 25 years of experience implementing positive change, particularly in the areas of leadership, superior customer service, and energy efficiency programs. In her current role, Penni leads a team of over 1400 customer service employees charged with delivering consistent, positive customer experiences across multiple platforms. This also includes management of an energy efficiency portfolio of programs that tops $500 million annually and provides Eversource customers with highly valued energy efficiency services that are ranked number one in the nation.

She is a published author and the customer service columnist for Electric Light and Power Magazine. Penni’s first book, “Customer Service: Utility Style,” offers proven strategies for improving customer service and reducing customer care costs. Her second book “Energy Efficiency: Principles and Practices,” serves as a primer for the many stakeholders interested in energy efficiency solutions. Penni’s newest book, “Profiles in Excellence: Utility Chief Customer Officers” will be available this fall.

Penni holds a bachelor’s degree in industrial engineering from North Carolina State University and is a registered Professional Engineer. She is active in the industry and her community, serving on several organizations including the American Council for an Energy Efficient Economy (ACEEE), CS Week, and the Boston Green Ribbon Commission among others.