Felecia Lokey Etheridge

CCEO | CPS Energy

Felecia Etheridge is the Chief Customer Engagement Officer (CCEO) for CPS Energy. As CCEO, Felecia has responsibility for digital and voice customer channels, meter-to-cash, metering services, community engagement, corporate communications and brand management. She and her team are charged with ensuring intentional, consistent, exceptional experiences for both customers and communities.

Most recently, Felecia had her own consulting company, in which she assisted companies with developing strategies to drive efficiencies through improved customer experiences. Prior to her successful consulting career, Ms. Etheridge was an executive with PG&E, where she had positions of increasing responsibility in customer experience, marketing, customer intelligence, digital strategy and operations, customer operations, demand-side management sales and service, intelligent metering and first responder customer teams.

Before going to PG&E, Ms. Etheridge was senior leader at TXU Energy, where she had responsibility for marketing, regulatory and legislative affairs, as well as IT. Felecia was also responsible for creating, developing, launching and leading Assurance Energy, which was a stand-alone subsidiary of TXU Energy. Ms. Etheridge was instrumental in designing the successful Texas competitive retail electric market in the Electric Reliability Council of Texas (ERCOT).

Felecia has held leadership positions in Texas and California, as well as Australia, where she was General Manager for all of customer services, customer operations, and competitive market operations (wholesale settlements) for Global Energy Solutions in Melbourne, Australia.
Ms. Etheridge is a graduate of Harvard’s Advanced Management Program, and has a BBA in International Marketing from Texas A&M University. She is a past member of J.D. Power’s Executive Advisory Board, a participant in Leadership California, and recipient of various customer services awards.