Jay Frey Email & Phone Number

You'll find me at the intersection between customer experience, employee experience, learning experience, and user experience design. The experiences customers have are a reflection of an employee's experience. Employees need to be supported and empowered in their development to create positive and memorable customer interactions. That's why I focus on researching and designing ways to elevate individual and organizational capabilities through learning experience design, culture building, and total rewards. My appreciation for the art of customer experience sparked early in my career at Four Seasons and Ritz-Carlton hotels, where I experienced firsthand the strong link between work engagement and business results. This inspired me to earn my first master's degree in Industrial-Organizational (I/O) Psychology to understand ways to motivate others and build irresistible workplace cultures. I deepened my culture-building expertise at Willis Towers Watson's organizational development practice working on global projects for numerous of Fortune 500 companies. As my career evolved, colleagues consistently described me as a tech-savvy, big-picture thinker with a knack for design thinking. This led me to pursue a second master's degree in Learning Experience Design because it combines all these strengths with my propensity for continuous learning. My learning experience design projects for talent development have been award-winning with a global reach. In addition to two master's degrees and over 10 years of experience, my skills in experience design are backed by certifications in user experience design and service management. My approach to any project focuses on human-centered solutions in both the marketplace and the workplace. I've worked with some of the world's largest brands like Ascension Health, Avon, Citizens Bank, Coca-Cola, Fossil, Kroger, the Project Management Institute, and two of the Big 4 consulting firms to create human-centered solutions that benefit both customers and employees.