Jill Herriott work email
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I am a customer experience executive and change leader passionate about transforming lives. I recognize the significant impact that companies have on ordinary people and that means companies have a responsibility to design business practices informed by those impacts. I have extensive global experience in strategy, marketing, branding, insights, digital, service design, operations, and business leadership. My diverse background spans brand-leading, customer-centered companies in financial services (TransUnion, Development Bank of Singapore, Wilmington Trust, ING Direct) and healthcare (CIgna). I am a strategic thinker with a track record of driving positive change that delivers differentiated customer experiences and significant improvements in loyalty, satisfaction, revenue and cost. Certified Customer Experience Professional (CCXP).Specialties: Strategy Development, Customer Experience Strategy, Customer Experience Design, Marketing Strategy, Customer Segmentation, Change Management, Customer Loyalty, NPS, Net Promoter Score, Direct Marketing, General Management, Online Marketing, Digital Marketing, Online Channel, Market research, Customer Success, Retail Bank, Customer Marketing, Customer Journey Mapping, Customer Behavior, Financial Services, Healthcare, Agile
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Chairperson Of The BoardClarifiPhiladelphia, Pa, Us -
Senior Vice President, Insights, Experience And MarketingTransunion 2021 - PresentChicago, Illinois, UsI lead a global distributed team of 82 responsible for all marketing channels, delivery, creative, marketing technology, insights, analytics, experience design, and market research. This amazing team contributed to TransUnion’s 17% revenue CAGR by transforming how the company does marketing. Leveraging a new centralized structure, best-in-class marketing technology, and advanced capabilities, we built processes that consistently deliver distinctive, personalized customer experiences to our diverse global audiences. We generated more than $1 billion in new pipeline opportunities and improved TU’s NPS score more than 15 points. To advance financial inclusion among underserved communities, we created consumer credit education content that was distributed through a novel partnership with the NAACP. -
Vice President, Global Insights & Consumer ExperienceTransunion 2018 - 2021Chicago, Illinois, UsIn this role, I led a team of 12 responsible for global market insights and creative content. We shaped strategy, investment decisions, customer value propositions, and go-to-market plans by establishing a global insights discipline that provided real-time feedback on markets, customers, consumers, and associates. During the pandemic, we informed TU’s business response by rapidly developing insights about the global consumer financial implications. These insights were quickly turned into valuable thought leadership that was distributed free to governments, customers, and the media.In 2020, I was recognized as TransUnion's Community Volunteer of the Year for my work on the boards of Clarifi and the Philadelphia Outward Bound School.
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Vice President, Consumer ExperienceTransunion 2016 - 2018Chicago, Illinois, UsIn this newly created role focused on the millions of consumers who turn to TransUnion to manage and protect their financial data, we achieved 95% satisfaction by enhancing the consumer experience. With improvements to the UX, navigation and content – all informed by the voice of the customer (VOC) – consumers were more able to address their needs online, reducing call volumes and operational costs. These results were recognized with CEO Excellence Award.We also reached over 280 million consumers with relevant financial education.
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Chief Experience, Marketing & Brand OfficerAmerican Marketing Association 2015 - 2016Chicago, Il, UsDuring my tenure, we relaunched American Marketing Association, creating a single, unified brand and community. We magnified the reach and impact of the AMA’s scholarly research and programming by more effectively leveraging the chapters, social media, and PR to broadly disseminate content. The American Marketing Association strives to be the most relevant force and voice shaping marketing around the world. It publishes 5 leading marketing journals and is led by a board comprised of world-leading marketers. -
Global Head, Customer Experience & InsightsCigna 2012 - 2014Bloomfield, Ct, UsAs the first head of CX, I was appointed to orchestrate a large-scale cultural and experience change in response to the Affordable Care Act. I built an insights practice and helped Cigna reimagine consumer experiences. We changed our business practices to be more consumer-friendly and achieved a 20-point improvement in NPS. The changes we made were not window dressing – they addressed important areas of performance. My work catalyzed changes that drove a 55% improvement in claims paid correctly and 26% improvement in first call resolution. -
Digital Experience Strategy ConsultantDbs Bank 2008 - 2011Singapore, SgIn this role, I contributed to DBS being rated as the “world’s best digital bank” by developing a highly differentiated digital strategy and multi-year change program. -
Vice President Of Direct Banking - Wtdirect.ComWilmington Trust 2006 - Aug 2008Wilmington, De, UsAt Wilmington Trust, I launched and led the direct banking business, achieving $1 billion in deposits from wealthy consumers. To support continued growth, I developed a business case and strategic plan to provide alternative sources of funding. -
Head Of Strategy & Senior Marketing Director - Ing DirectIng 2001 - 2006Amsterdam, North Holland, NlI led strategic planning during ING Direct’s US start-up phase. I enabled rapid growth by architecting service expansion through partnerships and acquisitions, developing a guerilla marketing strategy, and shaping lobbying efforts to address high credit-card interest rates and fees. During this period, the company acquired 7 million customers. ING Direct is an online retail bank launched in 2000 to lead Americans back to saving. -
Strategic Program ManagerFirst Direct 1996 - 1998Leeds, Gb -
Uk Logistics And Facilities ManagerSmith & Nephew 1994 - 1996Watford, Hertfordshire, Gb -
European Project ManagerSmith & Nephew 1992 - 1994Watford, Hertfordshire, Gb
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Systems Development ManagerIngersoll Rand 1990 - 1992Davidson, North Carolina, Us
Jill Herriott Skills
Jill Herriott Education Details
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University Of Warwick - Warwick Business SchoolMasters Of Business Administration (Mba) -
Harvard UniversityPublic Leadership Credential - Kennedy School Of Government (Expected 2024)
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University Of StrathclydeTechnology & Business Studies (Specialization In Process Engineering & Operational Research)
Frequently Asked Questions about Jill Herriott
What company does Jill Herriott work for?
Jill Herriott works for Clarifi
What is Jill Herriott's role at the current company?
Jill Herriott's current role is Chairperson of the Board.
What is Jill Herriott's email address?
Jill Herriott's email address is ji****@****ail.com
What is Jill Herriott's direct phone number?
Jill Herriott's direct phone number is +131254*****
What schools did Jill Herriott attend?
Jill Herriott attended University Of Warwick - Warwick Business School, Harvard University, University Of Strathclyde.
What are some of Jill Herriott's interests?
Jill Herriott has interest in Arts And Culture.
What skills is Jill Herriott known for?
Jill Herriott has skills like Strategy, Leadership, Marketing Strategy, Digital Marketing, Management, Strategic Planning, Change Management, Marketing, Online Marketing, Customer Insight, Customer Experience, Analytics.
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