Utility company Jamaica Public Service has announced new appointments to its executive in Pia Baker, who will serve as senior vice-president of customer experience and commercial, and Earl Manning, who will fill the post of chief technology officer.

According to JPS, the new appointments come at a critical time when the company continues to invest in modernising the energy infrastructure, promoting sustainable energy sources, and supporting Jamaica’s growth and development.

“With her extensive expertise and a passion for enhancing customer journeys, she will lead JPS’s strategy to improve customer satisfaction and streamline commercial operations – including Customer Service Office operations islandwide and the Customer Care Centre – while maintaining oversight of the corporate communications and foundation portfolios,” JPS stated in a release.

The company describes Baker as a seasoned professional with an impressive track record in the customer experience space, having worked in both private and public sectors. She cemented her reputation in customer service while at Digicel Group while serving in the roles of director of customer experience and director of network experience.

Commenting on her appointment, Baker said, “I am honoured to join the JPS team and contribute to its remarkable journey. Our focus will be on elevating the customer experience while optimising our commercial operations to ensure the utmost value for our customers and stakeholders. I am excited about the opportunities to innovate and shape a sustainable energy future for Jamaica.”

Her colleague, Manning, meanwhile, has over 30 years of experience in the areas of information systems, strategic planning and information systems definition, design and implementation. Since joining JPS in 2019, he has served in the capacity of director for digital services in which he played an integral role in the company’s digital transformation journey, digitising customers’ touchpoints and revamping internal processes to better respond to customers’ demands and expectations.

In his new position Manning will have overall responsibility for JPS’s digital services, system operations, grid modernisation, and telecommunication portfolios.

“I’m looking forward to taking JPS to the next level, in terms of technological advancement. A lot has been accomplished over the years, and it’s going to be exciting for our customers, both internal and external, to see the new version of what is possible,” he noted.

He was previously the group information technology director at Digicel Jamaica, and also served as the chief information officer at Guardian Life Insurance.