Lisa Markus, Manager of Customer Experience & Advocacy, Tucson Electric Power Lisa’s purpose is to bring equity to a clean energy future. She manages TEP’s Customer Insights team in fueling affordability and advocacy in the service territory. Previous to joining TEP, Lisa led E Source’s thought leadership, consulting strategy and implementation helping facilitate business transformation among utilities and communities in decarbonization while creating a triple bottom line results. She is expert in cultural transformation, change management and process improvement, most notably in tripling employee engagement, while improving customer engagement and adding $550 million to the bottom line by implementing CX ownership model. Former television / print journalist and author, Lisa is active in addressing energy and food insecurity, reducing heat or eat decisions by launching outreach feeding 100,000+ and improving health outcomes among LA General Hospital patient base. She has a journalism BA and MBA from Michigan State University. Her certifications include MIT Human Centered Design, PROSCI Change Management, Agile Scrum and Intercultural Development Inventory.