Jessica Laird
Director, Customer Experience Operations, APS
Jessica Laird is listed as Director, Customer Experience Operations, APS. Jessica is scheduled to speak at DISTRIBUTECH 2027 on 3 March 2027.
Compiled from published conference agendas; not yet confirmed by Jessica. Is this you? Claim this profile.
About
Jessica Laird is a senior utility and customer operations executive with more than 25 years of experience leading large-scale transformation across North American energy organizations. She is recognized for building high-performing teams, stabilizing complex operations, and delivering measurable improvements in customer experience, operational performance, and financial outcomes. Jessica currently serves as Director of Customer Experience Operations at Arizona Public Service (APS), where she leads a large, distributed organization focused on delivering reliable, efficient, and customer-centered service at scale. Her role spans contact center operations, process optimization, and technology enablement, with a strong emphasis on aligning day-to-day execution with long-term transformation priorities. Prior to APS, Jessica was Senior Vice President of Customer Experience at LUMA Energy, where she built the customer organization from the ground up during one of the most complex utility tran
Upcoming
DISTRIBUTECH 2027 2 March 2027 – 4 March 2027
- Keeping Electricity Affordable -- Earning Trust in a High-Growth Era Speaker · 3 March 2027
Spoke alongside
People who have shared a session with Jessica at events on B2DB.
- Aaron August Senior Vice President, Chief Customer and Transformation Officer · Puget Sound Energy 1 shared session
- Cheryl Davis Vice President, Customer Solutions · Georgia Power 1 shared session
- Jody Allison VP of Customer Experience · Xcel Energy 1 shared session
- Kerri Carnes Director, Customer to Grid Solutions · Arizona Public Service 1 shared session
- Prasanna Venkatesan EVP and COO · Landis+Gyr 1 shared session
- Sasha Weintraub Duke Energy · Landis+Gyr 1 shared session