Senior Vice President, Consulting Services
Strategic Account Management
Jennifer provides executive-level leadership to key Walker clients, advising on CX transformation strategies and guiding initiatives aimed at creating advantage based on differentiated customer experience. By understanding needs and opportunities, she ensures her clients are optimizing customer insights to drive bottom-line results and value in alignment with their core strategies, business objectives and brand promises. She collaborates with clients’ senior management to establish goals and success metrics that ensure mutually valuable relationships, and she leads internal Walker teams to deliver compelling outcomes and long-term partnerships. Jennifer also provides deployment consulting and facilitates presentations and workshops focused on communicating recommendations and supporting clients through development and execution of action plans. In addition to client responsibilities, Jennifer is engaged in thought leadership and solution development based on trends impacting CX practices and is currently focused on the intersection of brand promises with CX design and delivery.
Prior to rejoining Walker in 2016, Jennifer served in an executive CX role on the North American leadership team at Gordon Food Service, supporting a strategy to revolutionize customer experience in foodservice distribution. Reporting to the President, she established a team of 120 people focused on a new, cohesive omni-channel customer experience vision, sponsored transformational long-range digital and ecommerce projects, and created initiatives integrating customer voice with industry expertise and innovative technologies to drive customer success. Under Jennifer’s leadership, the Gordon Food Service company brand was relaunched, positioning the organization for continued growth and ensuring the alignment of customer experience with brand promises.
Earlier in her career, Jennifer spent 19 years with Walker, serving most recently as a principal and senior vice president, responsible for collaborating with large, complex and often global organizations to develop B2B customer strategies driving growth and profitability. In this role, she developed and led several of Walker’s most complex client engagements, consulting with these companies to leverage customer perspectives to protect and grow their market position. Beyond consulting services, Jennifer had some responsibility for business development and was instrumental in the launch of Walker’s customer journey mapping and predictive analytics solutions.
Achievements and Affiliations
Jennifer holds an International Master of Business Administration jointly from Clemson University in South Carolina and the NEOS Institute for International Business Studies in Italy, and was honored to be the commencement speaker for the 20th graduating class in 2012. Her undergraduate Honors degree in Business Administration with concentration in Marketing is from Wilfrid Laurier University in Waterloo, Ontario, Canada.