Shawn Silzer has spent more than 25 years working in the utility sector and nearly 20 specifically in the electricity industry. His experience allows him to deliver consulting solutions in the areas of customer experience, journey mapping, and change management. Prior to joining E Source, he was the program manager for smart meter implementation at SaskPower, a vertically integrated utility serving 460,000 customers in Saskatchewan, Canada. In 2014, Shawn led the program through an unprecedented meter product recall and replacement effort, which resulted in media and industry scrutiny from across North America—as well as unprecedented customer engagement. Shawn’s earlier utility experience included leading teams in the electrical and telecommunications sectors responsible for process redesign, customer experience, training, change management, media relations, and marketing communications. In 2011, his team won a Gold Quill award from the International Association of Business Communicators. Shawn has a BA in journalism from Carleton University in Ottawa. He also has a Prosci change management certification and Michael Hammer business process certification.