Jendy Burchfield is vice president, Customer Operations at Southern California Edison, one of the nation’s largest electric utilities. In her role, she is responsible for the contact center, billing, payments, credit, digital and program operations. Additionally, she leads technology initiatives, training programs and project management efforts to improve the customer experience in SCE’s contact channels.
Burchfield previously served as the director of Customer Contact Center, managing call center and digital operations and strategy. She joined SCE in 2019 as the director of Customer Experience, leading a team responsible for marketing communications and customer experience strategy. Her efforts successfully integrated customer experience strategy into company planning, modernized marketing practices and expanded the Voice of Customer program.
Before SCE, Burchfield improved customer experience and optimized operations as a consultant and executive leader in the U.S. and Latin America. At Nextel International, Burchfield was part of the Chilean start-up team that achieved #1 in customer loyalty within a year of launch. At ISACA, she established the organization's first customer experience center, significantly increasing customer satisfaction and the performance of its largest product line.
Burchfield received a Bachelor of Arts in political science and sociology and holds a Master of Business Administration from the University of Colorado.
