Jessica Mcgregor

Jessica Mcgregor Email and Phone Number

Customer Experience business transformation leader @ AF - Group
lansing, michigan, united states
Jessica Mcgregor's Location
Detroit Metropolitan Area, United States
Jessica Mcgregor's Contact Details

Jessica Mcgregor personal email

n/a
About Jessica Mcgregor

Proven experience adviser and strategic leader with more than 20 years of experience in experience strategy, research and data analytics. Focused on data driven strategy development and execution globally. P&C insurance background with key experience in measuring, monitoring and managing the customer/employee experience; data and analytics; and experience culture. Published author and conference speaker on experience and the insurance industry.

Jessica Mcgregor's Current Company Details
AF - Group

Af - Group

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Customer Experience business transformation leader
lansing, michigan, united states
Website:
afgroup.com
Employees:
490
Jessica Mcgregor Work Experience Details
  • Af - Group
    Managing Director, Customer Experience
    Af - Group Apr 2023 - Present
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  • Af - Group
    Director Of Customer Experience
    Af - Group Dec 2021 - Apr 2023
    Lansing, Michigan, United States
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  • Af - Group
    Senior Customer Experience Manager
    Af - Group Apr 2019 - Dec 2021
    Michigan
    - Responsible for customer experience vision, strategy and execution of enterprise program- Major program implementations including a Digital Customer Portal, Texting Channel, Digital Payments Platform, Call Analytics & Recordings and more - Omni-channel strategy and implementation of foundational technology -Actionable Insights and Analytics for senior leadership
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  • J.D. Power
    Strategy And Growth Director
    J.D. Power Jul 2013 - Apr 2019
    Troy, Mi
    - Insurance (P&C, Life and Health) and Financial Service Intelligence Units- New product development and strategic planning for Financial Services and Insurance Intelligence units - Customer Experience Management Program Design, Implementation & Analysis including custom advisory work, competitive benchmarking, contact center optimization and mystery shopping experiences- Global and Market Specific expertise- Create meaningful and actionable results and recommendations for clients- Identification of customer journeys and moments that matter - Efficiency work through improved self-service options for select interactions- Evaluation and Certification Expertise for the Customer Claims Journey - CRM and Business Unit Financial management- Advanced statistical analysis of data using SPSS- Oversight of the design, launch, and management of global research projects - Mail, online, phone, and mixed methodologies - Quantitative and qualitative focus- SPSS analytics trainer for company- Contact Center Certification and Benchmark Programs
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  • J.D. Power
    Senior Client Relationship Manager
    J.D. Power Jun 2011 - Jul 2013
    Troy, Michigan
    - Travel and Hospitality Focus- Global accounts in North America, Middle East, Europe and Asia- Manage large client accounts for syndicated and proprietary CX programs - Design and create custom CX proposals - New product development and strategic product piloting and launch- Executive reports and management- Advanced statistical analysis of data and actionable insights to improve ROI and CX- 2011 Customer Champion of the Year- Design, launch, and manage global research projects - Mail, online, phone, and mixed methodologies - Quantitative and qualitative focuses- CRM and Financial management- SPSS trainer for company- Mystery Shopping Benchmark Programs- Contact Center Certification Program
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  • J.D. Power
    Market Research Supervisor
    J.D. Power Mar 2007 - Jun 2011
    Troy, Michigan
    - Syndicated and Proprietary Client Projects in North America- Industry focus on Automotive, Power Sports, Retail, Insurance, Financial Services and Travel & Hospitality markets- Advanced statistical analysis of data and actionable insights - Design, launch, and manage multiple global research projects from start to finish- Mail, online, phone, and mixed methodologies- Quantitative and qualitative focuses- CRM and Financial management- SPSS analytics trainer for company
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  • Portland State University
    Research Scientist
    Portland State University Sep 2004 - Jun 2007
    Portland, Oregon Area
    Longitudinal study of early childhood behavior- Coded behaviors of children in group settings- Conversion of qualitative data to quantitative data- Data analysis and write-up for professional presentation - Recruited, trained, and supervised undergraduate data assistantsTeaching Assistant for various undergraduate psychology coursesDepartmental Assistant- Managed finances for graduate student association and funding acquisitions - Organized department's annual research presentations to university
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  • Michigan State University
    Research Analyst
    Michigan State University Oct 2002 - Dec 2003
    East Lansing, Michigan
    Program evaluation of early head start program for at risk families- Administered testing and interviews for parents and children- Data analysis and write-up of results for professional presentation - Provided aftercare options to families involved in programs- Developed evaluation plan assessing goals/outcomes of site expansions Teaching assistant for Introduction to Psychology courses
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  • Listening Ear Crisis Counseling Center
    Crisis Counselor
    Listening Ear Crisis Counseling Center Feb 2001 - Feb 2002
    East Lansing, Michigan
    - Provided confidential crisis intervention services to clients- Empathetic listening skills/Behavior-effect feedback model- Trained new staff members

Jessica Mcgregor Skills

Data Analysis Market Research Spss Quantitative Research Customer Satisfaction Questionnaire Design Management Survey Design Powerpoint Customer Insight Marketing Research Microsoft Office Salesforce.com Access Time Management Statistics Customer Retention Microsoft Excel Focus Groups Mtab Team Building Hospitality Customer Advocacy Strategy Qualitative Research Analytics Huthwaite Spin Sales Training Media Training By Mediaworks Resource Group Tm1 Spss Custom Tables Excel Executive Level Presentations Travel Strategic Planning Business Strategy Strategic Partnerships Product Development Strategic Consulting Insurance Property And Casualty Insurance Commercial Insurance Workers Compensation Workers' Compensation Claims Customer Experience Customer Engagement Customer Acquisition Customer Experience Management Customer Analysis

Jessica Mcgregor Education Details

Frequently Asked Questions about Jessica Mcgregor

What company does Jessica Mcgregor work for?

Jessica Mcgregor works for Af - Group

What is Jessica Mcgregor's role at the current company?

Jessica Mcgregor's current role is Customer Experience business transformation leader.

What is Jessica Mcgregor's email address?

Jessica Mcgregor's email address is je****@****oup.com

What schools did Jessica Mcgregor attend?

Jessica Mcgregor attended Michigan State University, Michigan State University.

What skills is Jessica Mcgregor known for?

Jessica Mcgregor has skills like Data Analysis, Market Research, Spss, Quantitative Research, Customer Satisfaction, Questionnaire Design, Management, Survey Design, Powerpoint, Customer Insight, Marketing Research, Microsoft Office.

Who are Jessica Mcgregor's colleagues?

Jessica Mcgregor's colleagues are Catherine Magee, Edith Ellis Wilson, Mba, Cpcu, Ccp, Elmo Harris, Gregory Wood, Kriss Barronton, Scott Trimmer, Cawc, Nicolas Hernandez.

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