Jean Marc Landry

Jean Marc Landry is an experienced customer experience leader with a career spanning customer strategy, customer insights and analytics, service design, customer operations, energy efficiency, and the development of customer-focused products and solutions.

As Chief Customer Officer at NB Power, Jean Marc leads the organization’s customer experience strategy and works across the business to strengthen customer centricity, improve customer outcomes, and ensure that customer needs and perspectives are reflected in organizational priorities and decision-making. His responsibilities include customer experience strategy, Voice of Customer and customer research, customer data and analytics, energy efficiency services, and customer products and services.

Jean Marc has led the development and evolution of NB Power’s customer experience practice, including customer journey mapping, transactional and relationship measurement, Voice of Customer programs, customer segmentation and insights, CX governance, and initiatives designed to embed greater customer focus across the organization. He has also supported the modernization of customer service channels and digital experiences and the development of proactive customer communications and service improvements.

A significant focus of his work is translating customer insight into action. He has developed measurement frameworks that bring together customer satisfaction, trust, reputation, transactional experience, operational performance, and program outcomes to help leaders understand customer needs, identify experience gaps, establish priorities, and measure progress. His work increasingly connects customer experience with broader strategic issues including affordability, energy efficiency, electrification, distributed energy resources, demand flexibility, and the evolving role of customers in the energy transition.

Jean Marc also works extensively on building organizational capability and accountability for customer experience. He has helped establish CX principles, journey management practices, leadership engagement, employee learning initiatives, and cross-functional approaches intended to make customer centricity a shared organizational responsibility rather than the responsibility of a single customer-facing function.

Throughout his career, Jean Marc has focused on connecting customer understanding, business strategy, operational improvement, and measurable outcomes. His approach to customer experience emphasizes listening to customers, designing experiences around their needs, enabling employees to deliver those experiences consistently, and using evidence and measurement to drive continuous improvement.