Jorge Jimenez Email Address

Director, Customer Experience and Utility Marketing

Public Service Enterprise Group is a diversified energy company that generates, transmits, and distributes electricity and natural gas.

1. C-Suite Advisor, 2. Customer Experience (CX) & Change Management Expert 3. Leader of Transformative Enterprise-Wide Campaigns After 30 years in Corporate America, I asked myself, “What are the 3 job skills that you do best, enjoy the most, & deliver real value?” Those 3 skills are listed above. I call these my BEV (Best, Enjoyable, & Value-Adding). Some of my BEV details: 1. Advising the C-Suite – Over the last 20+ years, I have provided strategic guidance & worked closely with CEO's, CIO's & Presidents at PSEG, FPL, WebMD, & the YMCA on various mission critical, enterprise-wide initiatives. So what? So I’ve learned how many C-suite executives think & fully understand their need for a menu of well-thought-out solutions that lower operating costs, drive sales, improve customer satisfaction, & strengthen the brand. 2. Improving the Customer Experience & Driving Organizational Change – At PSEG, I lead a 5-year campaign to redesign the customer experience & drive the changes that make customer service “the business of everyone in the company”. Result: J.D. Power designated PSEG “The Most Improved Electric Utility in the Country” (2014 thru 2018). At FPL, I lead a 4-year campaign (2010 thru 2013) to maximize the financial benefits of the 4.3M smart meters installed in customer’s homes. Result: Exceeded the project's targeted net present value of $100M. So what? So I’ve learned that the best way to transform the customer’s experience is to talk to real customers via focus groups, deep dive interviews, journey maps, customer panels, etc. That effective organizational change requires clear, candid, frequent communications & a strong guiding coalition of senior executives to lead the change. 3. Leading Transformative Enterprise-Wide Campaigns– In addition to the multi-year efforts shown above, I lead a 2-year campaign at WebMD. The goal, upgrade the IT systems of 10,000+ WebMD clients across the country & get it done in 24 months. Absent the changes, WebMD’s clients would lose their ability to bill health insurance companies for their services. Result: Increased payments to WebMD clients by 12% overall. So what? So I’ve learned that multi-year, enterprise-wide projects need an owner, a champion. Someone who can paint a clear & compelling vision, can communicate effectively at all levels, & has the project management chops to effectively manage issues, risks, budgets, & timelines & course correct as needed.