Lynn Costlow Langston

About Lynn Costlow Langston

Lynn Langston is an executive leader specializing in customer experience strategy, transformation, and service operations. She has more than 20 years of experience leading large-scale customer operations, designing CX strategies, and driving enterprise transformation across Fortune 500 corporations, high-growth companies, and management consulting. Langston is Senior Vice President of Customer Experience at PosiGen, a market-leading organization that provides solar energy solutions to underserved communities across America, aiming to make solar accessible to low income communities and reduce their energy bills. In this role, she reports to the CEO and partners with her ELT peers to shape and execute an enterprise-wide CX strategy for PosiGen’s customers. She also functionally oversees Service operations for residential solar customers, including solar system fleet management, fleet maintenance (field technicians), customer care, billing and collections. She has advanced customer journey design, centralized operational intelligence, and delivered measurable improvements in customer retention and service delivery. Previously, she held leadership roles at PCNA, ADT Security, U.S. Cellular, and KPMG Consulting, where she transformed contact centers, modernized technology platforms, and built strong leadership teams with a heart and mind for customers. Notably, she led ADT’s care organization, cutting attrition in half, and spearheaded U.S. Cellular\'s customer-impacting $500M technology transformations delivering $1B in benefits. Lynn has also been a frequent keynote speaker and panelist at industry forums, recognized for her authentic leadership and commitment to developing future leaders. Lynn holds a Masters in Industrial/Organizational Psychology from the University of Tulsa. She also holds a Double Major in Psychology and Sociology from Southwestern University. Key specialties: Customer Experience || Operational Execution || Culture & Change Enablement || Turning Customer Insights into Action

Experience

1. Senior Vice President, Customer Experience

   Posigen

   Feb 2024 — Present · Dallas, TX, US

   Reporting to the CEO and as a member of the ELT, responsible for shaping and executing an enterprise-wide CX strategy and for overseeing Service operations for residential solar customers, including system monitoring, field maintenance, customer care, and billing & collections. Has led enterprise technology initiatives to advance customer experience as a lever for growth, including the centralization of operational CX intelligence, development of a customer app (MyPosiGen) for self service capability, and the evolution of our CRM platform with case management and CCaaS integration (AWS) to better track and manage CX delivery.

Education

• The University of Tulsa

  Masters

  1995 — 1996

• Southwestern University

  BA

  1991 — 1995