Customer
Experience
Creating clarity in the moments that matter.
Fractional Customer Experience & Transformation Executive
The hardest problems rarely belong to one department.
I help complex, service-driven organizations align customer experience, operations, technology, and people around what matters most, building the clarity, transparency, and momentum that create lasting change. My experience is especially deep in healthcare, benefits, financial services, insurance, and membership organizations.
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 short-term problems, they build the capability to adapt, evolve, and lead the future.
Stronger
Experiences
Customers encounter fewer gaps because teams understand and manage the entire journey.
More Efficient
Operations
Clear priorities, ownership, and operating rhythms reduce friction and make execution more predictable.
Healthier
Organizations
Teams build the confidence and capability to solve the next challenge without depending on an outside consultant.
Services
When to call me
Built for complex, service-driven organizations
I work especially well with healthcare, benefits, financial services, insurance, and membership organizations where customer journeys cross departments, technology and operations are tightly connected, and change requires alignment across multiple stakeholders.
Adaptation
Technology is advancing faster than trust or adoption.
You need a responsible, human-centered path from AI curiosity to useful, governed practice.
Schedule a call Strategy into actionThe strategy is strong, but execution keeps falling short.
You need a bridge between executive intent, operational reality, and the people needed to make the change.
Schedule a call End-to-end CXEveryone influences the customer experience, but no one is positioned to lead it end to end.
Journeys cross functions, ownership is fragmented, and improvement efforts stall between teams.
Schedule a call Executive leadershipThe organization has a critical leadership gap.
You need senior judgment and momentum now, without the cost or commitment of a permanent executive hire.
Schedule a call PrioritizationEverything is a priority, but the work that matters most is not moving forward.
You need a practical way to decide what matters most, align the team, and sustain progress, not another layer of process.
Schedule a call AlignmentThe 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 success looks like. The right structure depends on the complexity of the challenge, the level of leadership involvement required, and the value of the outcome.
01 Ongoing partnership
Custom monthly retainerFractional Leadership
A senior operating partner embedded across leadership, teams, and priority work to provide sustained judgment, alignment, and momentum.
- Regular executive and team working time
- Strategy, facilitation, and hands-on leadership
- Shared priorities, measures, and operating cadence
- Flexible involvement during high-need periods
Most fractional partnerships begin with a three-month commitment.
02 A focused outcome
Fixed fee based on scope and valueDefined engagement
A fixed engagement designed around a challenge such as an experience strategy, operating model, customer journey, AI-readiness plan, or organizational transformation.
- Clear scope, deliverables, and decision points
- Research and stakeholder alignment as needed
- Practical tools and frameworks your team can use
- Defined investment proposed before work begins
Best for important work with a clear destination and defined boundaries.
03 Clarity in two weeks
Fixed-fee intensiveExecutive intensive
A concentrated diagnostic for leaders who need a sharper definition of the problem, stronger alignment, and a credible path forward.
- Leadership intake and targeted stakeholder conversations
- Current-state synthesis
- In-depth executive working session
- Concise action framework and recommended next steps
May serve as the starting point for a larger engagement.
Selected Work
A few examples of work across operations, experience, organizational change, and digital scale.
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
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
Harpo Productions / Oprah Winfrey
Digital experience · Community
Transforming Oprah’s digital presence for greater reach and engagement
Led the experience design strategy behind a ground-up digital transformation, establishing digital as a significant new expression of the Oprah brand and business.
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.
Current fractional leadership
- Chief Member Experience OfficerHealthtech Benefits Solutions, LLC
- President-ElectAMA Chicago · Association leadership
- Experience Design LeaderConfidential finance and investment advisory firm
Past fractional & advisory leadership
- Human-Centered Design LeaderUCLA Health
- Content Strategy & Innovation LeadAllstate
- Creative DirectorAgency and brand creative teams
Past 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.
Frequently Asked Questions
Questions, answered.
What does a fractional customer experience and transformation executive do?
A fractional customer experience and transformation executive provides senior leadership for a defined portion of the week or month, helping an organization connect strategy to execution across customer journeys, operations, technology, and people.
Isn’t that marketing?
Marketing creates demand and shapes how people understand an organization. Customer experience covers what people encounter across the full relationship, from discovery and enrollment or purchase through service, use, renewal, and advocacy. My work helps the organization manage that whole system, not only its communications.
When should an organization hire a fractional executive?
Fractional leadership is useful when consequential work needs senior judgment and momentum, but a permanent executive hire is not yet necessary or practical. Common signals include a strong strategy that is not translating into action, fragmented ownership across departments, a temporary leadership gap, or technology and AI advancing faster than adoption and trust.
What kinds of organizations do you work with?
I work especially well with complex, service-driven organizations in healthcare, benefits, financial services, insurance, and membership. These environments often have customer journeys that cross departments, tightly connected technology and operations, regulatory considerations, and many stakeholders who must align before change can take hold. I also consider adjacent organizations facing similar systems-level challenges.
How is fractional leadership different from consulting?
Traditional consulting often centers on analysis, recommendations, or a defined deliverable. Fractional leadership is more embedded and accountable. I work alongside executives and teams to make decisions, establish priorities and operating rhythms, move work forward, and build the internal capability to continue after the engagement. Depending on the need, an engagement may include both advisory and hands-on leadership.
What are your AI (generative artificial intelligence) policies?
I use generative AI selectively to support research, synthesis, exploration, and efficiency, never as a substitute for judgment or accountable decision-making. I do not place confidential, proprietary, personal, or regulated client information into public AI systems. Any client use follows agreed policies, access controls, and disclosure requirements. I help teams evaluate use cases for value, privacy, security, bias, governance, and adoption before scaling them.
Do you work with existing executives and internal teams?
Yes. My role is designed to strengthen the leadership and expertise already inside the organization. I partner with executives, functional leaders, and delivery teams to clarify ownership, connect decisions across departments, and create a practical way of working. The goal is shared capability and momentum, not dependency on an outside leader.
How much does a fractional engagement cost?
Fees are tailored to the scope, complexity, leadership involvement, and value of the outcome. Engagements may take the form of an ongoing monthly partnership, a defined transformation initiative, or a focused executive intensive. After an initial conversation, I recommend the structure that fits the work and make the investment clear before an engagement begins.
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.