Jean is passionate about fully understanding customers and their experiences. She’s focused her entire career on sharing her talents and knowledge to aid others in this pursuit. Jean is an industry expert on customer experience, change management and design, and qualitative and quantitative research and insights. She uses her acute active listening skills to build an atmosphere of mutual trust and respect to lead teams.
Jean’s North Star is the belief that customer experience insights are necessary…but they are worthless unless they drive quantifiable action that improves the organizational outcomes crucial to long-term success and executive leadership, especially the CFO.
She’s led customer value programs at telecommunications, client services, and manufacturing companies. Her clients have included Mayo Clinic, Lufthansa Airlines, Securian Financial, Roche Diagnostics, General Mills, Best Buy, Sears, Gerber, and Select Comfort.
Jean brings her deep expertise to lead projects at Heart of the Customer, where she focuses on journey mapping, journey maturity, change management, and future-state blueprint consulting and training.
She holds two bachelor’s degrees from Hamline University, in sociology and business administration. She has also earned a master’s in business administration and marketing management from St. Thomas University, and an executive certification in program management from University of Denver’s Daniels College of Business. Jean is a certified customer experience professional (CCXP), certified e-speaker, virtual host, and past president and current treasurer of the Insights Association/Upper Midwest Chapter.
Jean is just as involved in her local community as she is in her professional one. She served as a founding board member of Charter School World Learner School of Chaska, MN (a Grades 1-8 Montessori), and currently serves as a BSA Charter Organization Representative of Our Lady of the Lake Catholic Church for Boy and Girl Scouts (Troops 3571 and 5571, respectively).
Jean’s Blog Posts
NPS Pop-Ups—Low-Cost, Yet Low-Quality
How Does a Plant Closure Help Customer Experience?