John Zaganczyk stands as a pivotal figure at WEC Energy Group, serving as the Senior Vice President of Customer Services since November 2018. Having initially joined WEC Energy Group in June 2015 as vice president — customer service, Zaganczyk’s leadership is instrumental in shaping and elevating the customer service experience across all WEC Energy Group companies, most notably We Energies.
In his expansive role, Zaganczyk shoulders comprehensive responsibility for a vast array of customer-centric operations. This includes overseeing residential and business customer care centers, ensuring seamless meter-to-bill processes incorporating automated metering infrastructure (AMI), and managing credit and collections effectively. His purview extends to enhancing the overall customer experience through digital services and tailored customer programs. Furthermore, Zaganczyk leads customer research and satisfaction measurement initiatives, spearheads customer technology projects, and manages customer complaints and claims. Crucially, he is at the helm of customer business strategy effectiveness, integration, and transformation for We Energies, Wisconsin Public Service, Peoples Gas, North Shore Gas, Minnesota Energy Resources, Michigan Gas Utilities, and Upper Michigan Energy Resources, ensuring a unified and superior customer service approach across all brands.
Zaganczyk’s deep understanding of customer service is rooted in his extensive experience within We Energies. Prior to his current senior leadership role, he dedicated seven years as Director of Customer Care Centers at We Energies. In this capacity, he directed the company’s response to over 4 million annual customer contacts received via diverse channels including phone, interactive voice response, email, social media, and more. He expertly managed the performance of over 300 employees across We Energies’ customer care centers in Milwaukee and Pewaukee. His responsibilities also encompassed directing the Customer Services legal claims group, showcasing his broad expertise in customer-related issues. His appointment to the vice president role in 2015 was a direct result of the formation of WEC Energy Group, recognizing his critical expertise in unifying customer service operations.
His journey within the company began in 1983, and Zaganczyk progressively advanced through various roles of increasing responsibility. These positions included Supervisor — GIS Mapping, Supervisor — Utility Coordination, Manager — Essential Services Coordination, and Director — Credit and Collections. This diverse background has provided him with a holistic understanding of utility operations and customer needs, informing his strategic approach to customer service at We Energies.
Before his distinguished career at We Energies, Zaganczyk spent five years with Sears, Roebuck and Co. in their central credit operation. This early experience in the retail sector further honed his customer service skills and business acumen, which he brought to the energy sector.
Academically, Zaganczyk holds a bachelor’s degree in Business Administration — Marketing from the University of Wisconsin–Milwaukee. This educational foundation complements his practical experience, providing a strong theoretical framework for his customer-centric leadership.
Zaganczyk’s commitment extends beyond his corporate responsibilities into significant industry and community engagement. He is an active member on numerous boards and committees, including the board of directors and past board chairman for the Better Business Bureau of Wisconsin, and board chairman for the Better Business Bureau of Wisconsin Foundation. He is also a member of the Association of Edison Illuminating Companies customer service executive committee, and holds memberships in customer service executive committees within both the American Gas Association and Edison Electric Institute. Further affiliations include his role as member and treasurer of the Marketing Executive Conference, and membership in the Wisconsin Utilities Association and Michigan Electric and Gas Association. His service extends to being a company-appointed director and past president of the Employes’ Mutual Benefit Association, an advisory board member of the University of Wisconsin-Madison E-Business Consortium, and a member of The Commons advisory board of the Greater Milwaukee Committee. His community involvement includes serving on the board of directors and as vice president and marketing chair of the executive committee for the Friends of Boerner Botanical Gardens, and as board chair for Southwestern Suburban Symphony. These diverse roles highlight Zaganczyk’s dedication to both professional excellence and community service, reflecting the values of We Energies and its commitment to customer and community well-being.
Through his extensive experience, strategic vision, and dedication, John Zaganczyk is a driving force behind We Energies’ commitment to providing exceptional customer service. His leadership ensures that We Energies remains focused on meeting and exceeding customer expectations in an evolving energy landscape.
