I’m the Director of Customer Experience at Washington Gas and this May will mark my four‑year anniversary with the company.
At a high level, my role is centered on ensuring that we truly understand our customers and that their perspectives are reflected in how we operate, communicate, and deliver services.
My team analyzes customer feedback, data, and real‑world interactions to identify where customers experience the most friction. We then use those insights to inform improvements across the organization and to shape our marketing efforts, helping customers more easily navigate our services and programs.
Ultimately, that work reinforces my focus on keeping the customer at the heart of every decision we make.
For me, celebrating Women’s History Month is a time to reflect on the women who pushed boundaries and expanded what leadership and opportunity could look like.
I frequently think about the women before me who challenged expectations and created opportunities for others to learn, lead, and contribute in ways that weren’t previously possible.
As a Black woman in leadership, there is an added layer of complexity. Sometimes people see race and gender before they see the role itself. I have learned to view that not just as a challenge, but also as an opportunity to lead with intention andrepresent what leadership can look like. At the end of the day, I hope my efforts will make the path a little clearer for those coming after me.
Leadership comes in many styles, and I think it’s important to recognize that not every leader fits the traditional image of being the loudest voice in the room. Thoughtful, reflective leadership – listening carefully, analyzing deeply, and bringing people together around solutions – is just as powerful. That perspective has always resonated with me.
Women’s History Month is a reminder that leadership doesn’t have one look or one voice. I’m proud to lead in a way that reflects who I am, honors those who came before me, and helps create space for others to lead with confidence and authenticity.