Customer
Experience
Creating clarity in the moments that matter.
The hardest problems rarely belong to one department.
I help organizations connect customer experience, operations, technology, and people, and then turn that clarity into a way of working that lasts.
Bridging what doesn’t always work together.
Customer
Operations
Simplifying systems and driving flow.
Technology
Aligning tools to enable outcomes.
People
Building trust, alignment, and momentum.
A fractional partner for transformation that sticks.
I partner with leadership teams to solve complex challenges at the intersections where strategy meets execution and change becomes real.
See the whole system
I bring structure to complexity and identify the levers that create lasting impact.
Align around what matters
I help teams move from misalignment to shared clarity and decisive action.
Deliver measurable outcomes
I focus on results that improve experiences, strengthen operations, and drive growth.
Impact that compounds.
The best transformations don’t just solve today’s problems, they build the capability to adapt, evolve, and lead tomorrow.
Stronger
Experiences
Designing journeys that drive loyalty and growth.
More Efficient
Operations
Building systems that scale with confidence.
Healthier
Organizations
Empowering people and sustaining change.
How I can help
When to call me
The strategy makes sense. The organization cannot move it.
You need a bridge between executive intent, operational reality, and the people expected to make the change.
Schedule a callCustomer experience is everyone's job…and no one's system.
Journeys cross functions, ownership is fragmented, and improvement efforts keep stopping at the org chart.
Schedule a callTechnology is advancing faster than trust or adoption.
You need a responsible, human-centered path from AI curiosity to useful, governed practice.
Schedule a callA leadership gap is slowing consequential work.
You need senior judgment and momentum now, without committing to a permanent executive hire.
Schedule a callThe team needs a clearer way to prioritize and deliver.
You need practical operating rhythms, shared measures, and decision rights, not another layer of process.
Schedule a callThe problem is important, ambiguous, and politically sensitive.
You need a neutral, experienced partner who can listen across levels and turn tension into movement.
Schedule a callWays we can
work together
Senior-level help, shaped to the moment.
Every engagement starts with a real problem and a clear definition of what better looks like. These structures make the investment visible from the start.
01 Ongoing partnership
$12,000 / monthFractional leadership
A senior operating partner embedded approximately 10 hours per week across leadership, teams, and priority work.
- Weekly executive and team working time
- Strategy, facilitation, and hands-on momentum
- Shared roadmap, measures, and operating cadence
- Additional flex hours with approval/agreement
Recommended initial commitment: 3 months
02 A focused outcome
Scoped to the workDefined engagement
A fixed engagement for a clear challenge such as an experience strategy, operating model, journey, AI-readiness plan, or leadership workshop.
- Clear scope, deliverables, and decision points
- Research and stakeholder alignment as needed
- Practical artifacts your team can use
- Fixed fee proposed before work begins
Typical engagements begin at $15,000
03 Clarity in two weeks
$4,800Executive intensive
A compact diagnostic for leaders who need a sharper problem definition and a credible path forward.
- Leadership intake and targeted interviews
- Current-state synthesis
- 90-minute decision session
- Concise action framework and next-step brief
Fee may be credited toward a larger engagement
Selected Work
A few examples of work across operations, experience, organizational change, and digital scale.
American Marketing Association
Membership · Digital transformation
Rebuilding a national member experience during disruption
Connected brand, platforms, lifecycle communications, and team practices across a 400+ chapter network.
+7.5%Dues revenue
+3.9%Net membership
ThomasArts
Operations · Experience design · Growth
Turning operational visibility into margin and opportunity
Aligned portfolio priorities to measurable outcomes and built the systems teams needed to act on them.
+9%Margin in year one
66→99%Time-entry compliance
Healthtech Benefits Solutions
Operations · Experience design · Growth
Launching a human-centered OTC benefits model
From research and ecommerce design through warehouse operations, it was an organization-wide, service-system challenge.
170+Products at launch
Harpo Productions / Oprah Winfrey
Digital experience · Community
Designing Oprah’s digital ecosystem for cultural scale
Led experience and design strategy across editorial, community, advertising, and global tentpole programs.
14.7MMonthly visits
2M+Book club members
What people say
Trusted up, down, and across the organization.
About Jennifer
A creative executive who can move from the boardroom to the workflow.
For more than 25 years, I have helped organizations navigate complex change at the intersection of experience, operations, technology, and people. Across these roles, the through line is the same: making complex systems clearer, more human, and more capable of delivering results.
I am based in Chicago, and I hold an M.S. in Information Design & Strategy from Northwestern University and a B.F.A. in Graphic Design from the University of Tennessee.
Fractional & advisory leadership
- Chief Member Experience OfficerHealthtech Benefits Solutions, LLC
- Experience Design LeaderConfidential finance and investment advisory firm
- Human-Centered Design ConsultantUCLA Health
- Content Strategy & Innovation LeadAllstate
- President-ElectAMA Chicago · Fractional association leadership
- Fractional Creative DirectorAgency and independent creative teams
Executive leadership
- Chief Experience OfficerThomasArts
- Chief Experience OfficerAmerican Marketing Association
- VP, Creative DirectorZócalo Group
- Design DirectorHarpo Productions · Oprah
Selected clients U.S. Air Force, HBO, Walgreens, 20th Television, Dell, Unilever, Nissan, Aetna, VSP, Guardian Health, and AARP.
Take the first step with no commitment, no cost
Two conversations to see if we fit.
The first call is up to 60 minutes and focused on your situation. I will listen, ask questions, and identify what may be underneath the visible problem. If there is enough substance to be helpful, we will schedule a second complimentary call where I bring back an initial framework, possible paths, and an honest view of whether I am the right partner.
Schedule our first call →Both conversations are complimentary. No obligation.