Katie Kiernan


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Vice President, Business Development


Katie is responsible for identifying customer experience business needs for companies by working with them to design, implement and create the most value for their customer experience initiatives. She is also responsible for managing relationships with Walker’s enterprise accounts, focusing on increasing customer centricity and customer experience maturity within some of the world’s largest organizations. She also helps to support internal Walker teams as they assist companies in gathering, organizing, analyzing and interpreting customer insights in the context of business performance. Overall, Katie helps companies evolve their customer strategies to help them gain the sustained competitive advantage that comes from delivering an exceptional experience.


Katie joined Walker in 2000. Early in her career at Walker, Katie served as a program manager, running the internal operations of various B2B and consumer research projects. In 2004, Katie joined the Business Development department as a director, focusing on consulting with prospective Walker clients on the right design and approach for their customer strategies.

Katie rejoined Walker’s consulting group in 2006 and advanced into the role of Vice President in 2010. Katie carries an in-depth knowledge of what information is most valuable to organizations in order to develop customer strategies that result in business impact. Through working on and designing customer experience strategies in several different industries for a variety of companies, Katie can ensure that every organization is maximizing its customer experience efforts. In particular, Katie carries a deep knowledge of B2B customer experience, supporting the development of the latest thinking and best practices in that arena.

In 2018, Katie transitioned back to a business development role, focused on aligning the right customer experience services with software packages that can enable companies to increase their customer experience effectiveness. She currently assists companies with designing the right deployment of both customer experience advisory services as well as software implementation approaches.

Achievements and Affiliations

Katie is currently a member of the Customer Experience Professionals Organization (CXPA) and holds her Certified Customer Experience Professionals (CCXP) accreditation. Katie earned her bachelor’s degree from Purdue University and her MBA from Anderson University. Katie is also active in the community, having completed the United Way’s Executive Women’s Leadership Program served as a Steering Team member of the Women United affinity group in Central Indiana.