Jim Miller Email & Phone Number

Boulder, CO

Boulder, CO

• Responsible for syndicated and proprietary customer experience research in the banking industry including Retail Banking, Small Business Banking and Credit Card.
• Work with banking clients in the U.S. and Canada to help them gain a better understanding of how to improve the customer experience and increase revenue.
• Analyze survey data and present key findings and recommendations to senior management at over 40 banks and credit card issuers including 8 of the 10 largest banks and 9 of the 10 largest credit card issuers.
• Present customer experience research findings at industry conferences and through webinars.
• Assist account executives in business development.
• Frequently quoted on customer experience and banking topics by national and regional news outlets, including; The Wall Street Journal, Money Magazine, American Banker, The New York Times, The Motley Fool.

Greater Denver Area

• Prime Performance, a subsidiary of SunTrust Bank, works exclusively with financial institutions to help reduce customer attrition, increase share of wallet, grow market share and improve profitability by developing and.
• Clients included Fidelity Investments, TD Ameritrade, Wells Fargo, SunTrust Bank, Associated Bank, Susquehanna Bank, Citizens Republic Bank as well as other investment firms, regional banks, community banks and credit.
• Designed, developed, implemented and managed customer experience measurement programs for financial institutions.
• Provided consulting services that significantly improved customer satisfaction and loyalty.
• Developed and launched new customer feedback products to help clients effectively capture the voice of the customer.
• Created training and coaching tools for banks to use in contact centers and branches to help employees improve customer service levels.

Greater Atlanta Area

• Reported to the Head of Retail Banking and directed a team of 56 employees.
• Built team to support Retail’s reporting and analytics needs.
• Designed and implemented sales and performance reporting for Retail and Business Banking.
• Managed the Retail Banking incentive program including annual incentive payouts of $50,000,000 to over 13,000 employees.
• Established and allocated sales goals based on historical performance, market trends, growth and opportunity for 17 regions and 1,600 branches.
• Restructured incentive administration resulting in savings of $700,000 per year.

Richmond, Virginia Area

• Reported to the Chief Marketing Officer.
• Responsible for the analysis of over 1,200 branch locations.
• Developed and implemented consistent framework for evaluating new branch and closing opportunities across the SunTrust footprint.
• Created customer attrition model to determine customer run-off after branch closings.
• Supported mergers and acquisition analysis.
• Continued to manage marketing information for SunTrust Mid-Atlantic until 2002.

Richmond, Virginia Area

• Managed Crestar Bank’s (SunTrust Mid-Atlantic) Customer Knowledge Database and team of 10 analysts.
• Provided management with insights into customer behavior, including how they use products, how they interact with the bank across multiple channels and how their behavior affects profitability.
• Responsible for consumer market research.
• Conducted customer segmentation analysis.
• Analyzed household and account profitability.
• Created and implemented Crestar’s deposit retention program (later rolled out to all of SunTrust’s 1,600 branches).

Richmond, Virginia Area

Richmond, Virginia Area

Mba, Finance

Bachelor Of Business Administration (Bba), Finance, General