Jason W. Hendricks

Jason W. Hendricks Email and Phone Number

Chief Operations Officer @ Neighborhood Housing Services of Baltimore
Jason W. Hendricks's Location
Baltimore, Maryland, United States, United States
Jason W. Hendricks's Contact Details

Jason W. Hendricks personal email

n/a

Jason W. Hendricks phone numbers

About Jason W. Hendricks

My passion is to make customers’ experiences better. It starts and ends there. I learn about what drives customers to behave the way they do and understand what drives customers to engage.Customer behaviors have intrigued me for as long as I can remember, and this has allowed me to create experiences, products and services that delight customers. That same intrigue has allowed me to deliver against metrics that drive business outcomes, build strong teams to support stakeholders, and be a staunch customer advocate driving business change.My career has taken me from managing a small customer service team to leading enterprise customer/client experience teams for Fortune 500 companies. So far, this career path has taught me that… I can build and scale an enterprise customer experience practice effectively and efficiently. I can deliver omnichannel customer acquisition strategies that generate incremental business growth. I can be successful by continuing to find new & innovative ways of listening to customers.I am always happy to talk about (and listen to) ways of making customers’ experiences better. If you are up for such a conversation, let’s connect.

Jason W. Hendricks's Current Company Details
Neighborhood Housing Services of Baltimore

Neighborhood Housing Services Of Baltimore

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Chief Operations Officer
Jason W. Hendricks Work Experience Details
  • Neighborhood Housing Services Of Baltimore
    Chief Operating Officer
    Neighborhood Housing Services Of Baltimore Jul 2024 - Present
    Managing day-to-day operations and driving strategies of senior management to deliver impactful actions that focus on increasing sustainable homeownership and advancing innovative capital solutions benefiting the individuals, communities, and stakeholders of Baltimore.
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  • Thompsongas
    Vice President Marketing & Customer Insights
    Thompsongas Nov 2021 - Dec 2022
    Frederick, Maryland, Us
    Role: led Marketing function to execute plans driving sustainable, profitable growthBrought about marketing strategies and plans to deliver new customer growth • Established first corporate marketing function to support actions to increase both national and local market share• +6% increase in new Residential customers• +60% increase in digital customer engagement (includes user experience improvements, SEO updates, and content revisions)Built centralized marketing operations • Implemented Marketing standard operating procedures to improve productivity and consistency across organization • Implemented standard reporting to better evaluate and share both marketing and customer performances• Trained and upgraded marketing staffServed as chief storyteller and customer champion• Aligned organization around customer centricity with data and analytics to deliver desired customer experiences and measurable business results (NPS, Customer Effort score)• Analyzed, prioritized, and shared feedback with company leaders to aid in identify customer experience improvement opportunities
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  • Prudential Financial
    Vice President Enterprise Customer Experience Design
    Prudential Financial Oct 2015 - Oct 2021
    Newark, New Jersey, Us
    Role: led VOC Practice to support enterprise transformation into customer-obsessed organizationNurtured VOC strategy to continuously improve E2E customer experiences • Successfully implemented first business in 1.5 yrs., paving way for enterprise expansion in <5 yrs.Built centralized practice to tactically support evolving VOC strategy• Established ecosystem for real-time listening of customers in their preferred channel of choice (includes phone, surveys, social media, website user experience)• Consolidated customer experience mgmt. platforms to create single listening & analysis source for customer feedback ($500k+ cost savings realized in first year of implementations)• Prioritized feedback by volume, value & emotion to aid in identify CX improvement opportunities• Made feedback available to and tangible for all employees (e.g., front line to executives), helping them understand their connections to their customersManaged relationships with cross-business senior leaders to drive CX improvement outcomes• Website user experience (+15pp Customer Effort score)• Claimant status communication process (+10-pt. NPS)• Proactively promoted self-servicing options during Call Center engagements (+12-pt. NPS)
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  • New York Life Insurance Company
    Corporate Vice President, Customer Experience
    New York Life Insurance Company 2011 - 2013
    New York, New York, Us
    Role: led implementation of CX strategies to support customer-centric cultural shiftDesigned & implemented first company-wide VOC Program• Installed Net Promoter System• Developed CX KPIs aligning strategic business objectives with the desired corporate customer goals• Implemented first enterprise CX Day to help educate connectivity between customers and all employees (2,000+ attendees from multiple locations nationwide)Implemented organization’s first Click-to-Chat/Call digital program goaled with increasing online lead generation and customer engagementDesigned & implemented first company-wide VOC Program• Delivered a 31% increase in online lead captures• Delivered a 62% increase in online customer engagement
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  • American Expresss
    Marketing Director
    American Expresss 2005 - 2011
    New York, Ny, Us
    Role: led customer acquisition strategies for small business credit card divisionDesigned & implemented strategic plans for acquiring small business owners• Acquired most ever new accounts (835k in 2008); increased digital marketing efforts to meet growing consumer demand of online engagement, resulting in digital acquisitions surpassing traditional direct mail acquisitions for the first time• Delivered highest credit card ROI (519% in 2009); led process re-engineering efforts amongst marketing distribution channels to lower customer acquisition costs by 26%, primarily through steering customer traffic from traditional to digital marketing channels• Designed timely integrated campaigns focused on fulfilling the needs of the customer, including heavy promotion of Travel and Gasoline Rewards programs, and the hard launch of first flexible payments card• Standardized KPIs for the organization and influencing future customer acquisition strategies and plans
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  • Aaas
    Senior Marketing Analyst
    Aaas 2003 - 2005
    Washington, Dc, Us
    International nonprofit organization; publisher of Science magazine
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  • The George Washington University
    Marketing Consultant
    The George Washington University Jan 2003 - Dec 2003
    Washington, D.C., Us
    Academic institution specializing in sustainable destination management
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  • E.Spire Communications Inc.
    Business Analyst
    E.Spire Communications Inc. 2000 - 2002
    B2B telecommunications service provider targeting small and medium-sized businesses
  • Tradeone Marketing, Inc
    Account Management Director
    Tradeone Marketing, Inc 1997 - 1999
    Austin, Texas, Us
    Full marketing support services provider for Fortune 100 companies
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Jason W. Hendricks Skills

Customer Experience Management Program Management Change Management Strategic Planning Financial Services

Jason W. Hendricks Education Details

  • The George Washington University School Of Business
    The George Washington University School Of Business
    Mba
  • Georgetown University
    Georgetown University
    Marketing

Frequently Asked Questions about Jason W. Hendricks

What company does Jason W. Hendricks work for?

Jason W. Hendricks works for Neighborhood Housing Services Of Baltimore

What is Jason W. Hendricks's role at the current company?

Jason W. Hendricks's current role is Chief Operations Officer.

What is Jason W. Hendricks's email address?

Jason W. Hendricks's email address is ja****@****ial.com

What is Jason W. Hendricks's direct phone number?

Jason W. Hendricks's direct phone number is +197380*****

What schools did Jason W. Hendricks attend?

Jason W. Hendricks attended The George Washington University School Of Business, Georgetown University.

What skills is Jason W. Hendricks known for?

Jason W. Hendricks has skills like Customer Experience Management, Program Management, Change Management, Strategic Planning, Financial Services.

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