Duquesne Light Company (DLC) announced today that David L. Johnson has joined the company’s leadership team in the newly elevated role of Chief Customer Officer.
In this position he will oversee the company’s billing and revenue management, customer experience, major accounts and meter operations functions as well as the company’s customer call center located in downtown Pittsburgh.
Johnson brings more than 20 years of utility industry customer service experience and joins DLC from Entergy Louisiana where he served as Vice President, Customer Service. Prior to joining Entergy Louisiana, he was Senior Vice President, Customer Service and Economic Development for DTE Energy in Michigan, where he spent the majority of his career.
“Our customers depend on us every day to deliver safe, reliable electricity to power their homes, businesses and lives” Steve Malnight, Duquesne Light CEO commented. “The addition of David to the leadership team allows us to elevate our efforts to deliver power with a higher level of customer service enabled by innovation and technology.”
A proven and accomplished leader, Johnson was integral in launching several high-profile initiatives at both Entergy and DTE, including the rollout of a $250 million billing system that earned SAP’s Utility of the Year award, and the establishment of a unique payment kiosk designed to serve a diverse customer base with best-in-class resources.
“Customer expectations are rapidly changing and the bar is being raised every day, especially as technology continues to evolve,” Johnson commented. “As a result, customers expect us to anticipate needs quickly and respond with new technologies and excellent customer service. Early on, I could tell DLC is a company that values its customers and is committed to delivering a higher level of service. I’m looking forward to being a part of those efforts.”
Johnson, a native of Windsor, Ontario and raised in Detroit, Michigan, earned a Bachelor of Science in accounting and business management from Lawrence Technological University in Michigan. He and his wife are in the process of relocating to Pittsburgh.