Jennifer Dean Email and Phone Number
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I have been driving results for over 35 years with deep experience in operational and strategic planning, customer experience research and management, digital transformation strategy, marketing, advertising, sales, call center management, and large program management. I have a passion for improving customer experiences, and growing talent and high performing teams that deliver business results. My approach is collaborative and relationship-based effectively influencing by painting a vision and partnering to define win-win solutions to deliver. My leadership purpose is to bring energy and inspiration to life's daily journey. I am currently the Associate Vice President, Personal Lines Operational Planning & Program Management team which ensures investments improve agent and customer experiences and achieve defined business outcomes. I matured operational planning capabilities by recruiting top talent, establishing journey management, and leveraging data insights in investment decision-making. For the past three years, I led a Service Experience & Digital Transformation team. This team created new digital capabilities and improved self-service adoption metrics which contributed to a 15% reduction in calls per policy, an expense reduction benefit of $12.7M, and reduced average handle time by 20% for targeted journeys making customer experiences more effortless. As the Associate Vice President of P&C Marketing Services, I led an organization of 150 associates in the areas of advertising, direct marketing, research, brand management, sales promotions, and data management. I led the establishment of one Nationwide Brand and logo, as well as the expansion to the western United States. As the Operations Officer to the P&C President, I helped create the vision and execute the strategy for Nationwide to become one of the first multi-channel personal lines companies.Experience summary: - 15 years leading digital transformation strategies, defining strategies to improve customer and agent experiences, and developing business unit investment portfolios and benefit realization- 20 years of experience leading teams in various marketing functions, digital planning, brand management, data analytics and operations management - 5 years of field sales experience and managed sales administration, sales promotions, training, new market development, and agency development - Extensive people leadership experience. Managed strategic staff functions as well as call center organizations as large as 150 and created three different leadership development programs.
Nationwide
View- Website:
- nationwidefinancial.com
- Employees:
- 10
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Associate Vice President, Operational Planning & Program ManagementNationwide Oct 2022 - PresentUsI am currently the Associate Vice President, Personal Lines Operational Planning & Program Management team which ensures investments improve agent and customer experiences and achieve defined business outcomes. I matured operational planning capabilities by recruiting top talent, establishing journey management, and leveraging data insights in investment decision-making. For the past three years, I led a Service Experience & Digital Transformation team. This team created new digital capabilities and improved self-service adoption metrics which contributed to a 15% reduction in calls per policy, an expense reduction benefit of $12.7M, and reduced average handle time by 20% for targeted journeys making customer experiences more effortless.
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Customer Experience Strategy Leader And Operational PlanningNationwide 2015 - PresentUsResponsible for developing the customer experience strategy for Nationwide and defining the roadmap of capabilities needed to bring this to life in our Member Solutions - Service centers across the country. Leveraging user experience design, consumer marketing research, scorecards, competitor benchmarking, and internal experts, ensures we will deliver an effortless experience for our members. Leads executive team to oversee the customer experience design at the Nationwide enterprise level to ensure we deliver a consistent experience across our company that aligns with our brand's value proposition.
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Enterprise Brand Alignment Leader, Brand MarketingNationwide 2015 - 2015UsLead Brand Alignment creative review process to ensure consistency and effectiveness of branded assets as we transition all our companies to One Nationwide brand. Partner with business to ensure branding decisions are captured and followed in our Enterprise Brand Guidelines.
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Marketing Operations Leader, Office Of CmoNationwide Insurance 2012 - Jul 2014UsLead team of 10 people to manage staff operations, professional development, technical marketing training, and program management office for corporate marketing organization of 850 associates. - Marketing Operations Management: Lead operations for 850 organization including annual planning, program planning, budgeting, associate events, associate engagement, officer recruiting, on-boarding, and talent management. - Marketing Strategy: Served as strategic advisor to the Chief Marketing Officer and led leadership team to define mission, objectives, and programs to deliver against goals. -Project Portfolio Management: Created Program Management Office and implemented project portfolio management tool for all associates that will improve our ability to track time, manage capacity, and allocate resources to deliver against the highest priorities.-Leadership Development & Marketing Technical Training: Led redesign of Marketing University to deliver certification programs which build technical knowledge across seven marketing disciplines. Lead development programming for marketing officers.
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Marketing Operations & Program Management LeaderNationwide Insurance 2004 - 2011UsLed teams of 5-10 people serving as the Marketing Operations leader for three Marketing SVPs and one CMO. Responsible for all staff operations, budget management, marketing operations, and program management.-Retail Design and Brand Management: Led research to improve the representation of the Nationwide brand with Exclusive Agents. Delivered office merchandising guidelines, an on-line planning tool to design brand-right offices, and high impact agent signage/storefront designs. -Annual Marketing Plan: Partnered with leadership to develop shared objectives and annual marketing plans. Facilitated usage of prior learnings from analytics & research and ensured integration of all marketing elements. -Retail Operations: Developed marketing plans for 10 On Your Side centers across country, including media and local marketing tactics. Implemented shared learning process to leverage wins nationally and identified opportunities for improvement. - Expense Management and ROI Discipline: Introduced a funding process to achieve discipline in project investments/ROI. -Innovation / Change Management: Led development of program to build innovation and idea management process for entire company. Developed stage and gate process to funnel new ideas from consumer ideation to market testing. -New Product Development: Launched credit cards sold through agency channel. Implemented agent training and campaigns. Through effective targeting, overall approval rate of 44% exceeded industry standard of 30%.Leadership Development: Designed and implemented leadership program impacting over 100 associates. Program scored very strong at 96% very satisfied.
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Vice President, Marketing ServicesNationwide Insurance 1998 - 2004UsLed 150 person Marketing and Advertising department of a $7.5 billion financial services firm. Managed retail marketing to consumers via multiple distribution channels. Accountable for growth and retention goals for exclusive agents, direct, internet, and affinity businesses.- Marketing Campaigns: Developed Nationwide's first multiple channel marketing organization to grow business via agents, internet, direct and affinity. Implemented first multiple channel marketing campaign and exceeded growth goal by 4% and acquisition cost per customer goal. -Advertising Campaigns: Led creative process from briefing, to research, to ad execution, to media mix and placement. - Direct Marketing and Call Center Management: Responsible for growth and profit of $380M direct marketing channel with a $16M marketing budget. Led a turn-around of the operation to exceed growth, profit and acquisition cost goals every year (1999-2003) by as much as 32% . In 2001, exceeded revenue growth goal by 6% and unit cost goal by 10%. Achieved improvements in response rate, quote rate and conversion rate each year. Reduced campaign cycle time from 3-5 months to less than 30 days. -Retention Program Management: Developed customer relationship management strategy and retention plan for all channels. Improved retention by 2.0 points. Program so successful that President's Office agreed to fund permanent department. -Data Management: Championed business case for Nationwide’s first data warehouse to improve our ability to apply analytics to our customer base.
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Operations Officer, Office Of The PresidentNationwide Insurance 1996 - 1998UsSelected by the President for developmental opportunity in order to be placed in senior executive position. Reported to the President and managed administration of all issues within the President’s Office of a $6.5 billion premium company. -Business Strategy Development Experience: Provided strategy consulting to President and his direct reports including: business strategy, growth planning, multi-channel marketing strategy, organizational change management assessment, and communications planning.-Speechwriting and Public Relations Experience: Managed all internal and external communications for President’s Office including: board reports, media response, public relations, rating agency preparation and audit response.
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Sr Leader, Marketing & SalesNationwide Insurance 1992 - 1996Us- Business Technology Large Program Management: Led cross-functional team to re-engineer billing and payment. Managed implementation of solution including process, data, and technology. Completed $2M project on time and budget.-Business Development: Managed consumer research projects for western expansion via direct channel using multiple research tools, methodologies, and segmentation analysis. Led customer service team to re-engineer the direct response service organization.-Marketing Planning: Led companywide team to enter two new states for the first time: Michigan and Texas. Assisted sales directors from around the country in developing targeted marketing strategies. -Sales Promotion and Training: Led development of regional sales promotions, annual plans, and training to achieve goals in Pennsylvania.
Jennifer Dean Skills
Jennifer Dean Education Details
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The Ohio State University Fisher College Of BusinessMarketing Operations / Finance -
Juniata CollegeMarketing / Communications
Frequently Asked Questions about Jennifer Dean
What company does Jennifer Dean work for?
Jennifer Dean works for Nationwide
What is Jennifer Dean's role at the current company?
Jennifer Dean's current role is Associate Vice President, Operational Planning & Program Management I Digital Transformation Strategy I Customer Experience Strategy Leader.
What is Jennifer Dean's email address?
Jennifer Dean's email address is de****@****ide.com
What is Jennifer Dean's direct phone number?
Jennifer Dean's direct phone number is (570)-752*****
What schools did Jennifer Dean attend?
Jennifer Dean attended The Ohio State University Fisher College Of Business, Juniata College.
What are some of Jennifer Dean's interests?
Jennifer Dean has interest in Children, Arts And Culture.
What skills is Jennifer Dean known for?
Jennifer Dean has skills like Marketing, Advertising, Marketing Operations, Communications, Insurance, Leadership Development, Media, Large Budget Management, Large Scale Project And Program Management, Financial Services, Photography, Theatre.
Who are Jennifer Dean's colleagues?
Jennifer Dean's colleagues are Riley Carroll, Marianne Gillum, Victoria G., Matthew Mcdermott, Fcas, John Burgus, Natalie Mcfadden, Kaushik Test.
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