Katy Jones Email & Phone Number

Us

My role sits within the Customer Office, a group dedicated to redefining the customer experience. As a CX Strategy Lead, I help the organization put the customer at the center of everything that we do. This means that I work cross-functionally on topics related to journey-centricity, building a customer obsessed culture, and customer experience measurement. I am also responsible for advancing Nationwide’s journey mapping practice. There are many ways to describe what I do day-to-day: strategist, researcher, service designer, and coach. Ultimately, my role is in service of the people who choose to do business with Nationwide and this is what motivates me to continually improve the experience we deliver.

Cambridge, Ma, Us

Forrester is a research and consulting firm focused on helping business and technology leaders. As a Strategy Consultant, I worked with my clients to solve complex business challenges and guide their organizations to become more customer-centric. In this role, I primarily led projects focused on customer experience (CX) and service design. This involved helping my clients better understand their customers through various methods, including: journey mapping, persona development, qualitative research, and co-creation. I also advised my clients on how to create meaningful CX visions, build CX measurement architectures, and set roadmaps to advance their practices. I gained experience working with CX teams at all stages of maturity and across a variety of industries.I'm most passionate about helping companies put their customers' needs at the center of their business and embedding the voice of the customer into decision making.

Cambridge, Ma, Us

Cambridge, Ma, Us

Supported project teams by conducting qualitative research, synthesizing insights, managing timelines, and facilitating large groups through hands on workshops.

Cambridge, Ma, Us

Liaised between clients and Forrester’s expert analysts to develop, coordinate, anddeliver personalized advisory projects.

Cambridge, Ma, Us

Arlington, Virginia, Us

USCRI is an organization focused on supporting individuals who have been forced to leave their country in order to escape war, persecution, or natural disaster. As part of a collaboration between the United Nations and the U.S. State Department, thousands of refugees are given the chance to start a new life in America each year. In this role, I worked on a national level to manage a federal grant focused on job development and building self-sufficiency for these new Americans.

Arlington, Virginia, Us

Burlington, Vt, Us

B.A., Political Science

Education record