Penni McLean-Conner is Executive Vice President of Customer Experience and Energy Strategy. In this role, she is responsible for developing the strategy to provide Eversource’s 4 million electric and gas customers with high-quality customer service, highly valued energy products and services, and valued and cost-effective electric and gas energy management tools and solutions.
Penni is a recognized thought leader in the utility industry with over 30 years of experience implementing positive change in the areas of leadership, superior customer service, and energy efficiency programs. Penni works across the entire organization to understand energy, technology, and customer trends to inform and develop energy strategy. She leads an integrated team of customer service employees, charged with delivering consistent, positive customer experiences across multiple platforms. Her team provides valued clean energy solutions, including community based solar development, nationally recognized energy efficiency programs, buildout of electric vehicle infrastructure, and growing demand management solutions. Penni assumed her current role in May 2021.
She is the author of three books on customer service and energy topics. The most recent, “Profiles in Excellence: Utility Chief Customer Officers,” shares the stories of eight all-star chief customer officers who have demonstrated success in creating a customer-focused culture.
Penni is a 2016 recipient of the New England Women in Energy and the Environment Achievement Award. She was also honored in 2017 with the Greater Boston Chamber of Commerce Pinnacle Award for Achievement in Management.
Penni holds a bachelor’s degree in industrial engineering from North Carolina State University and is a registered Professional Engineer. She is a leader in the industry, chairing the American Council for an Energy Efficient Economy (ACEEE) and CS Week. Locally, she is active with the United Way of Massachusetts Bay and Merrimack Valley, having recently served as chair. She also serves on the Boston Green Ribbon Commission and her town’s Energy Committee.