Jennifer Harkins

Vice President, Customer Experience Strategy and Delivery @Santander US

Boston, MA, US

Customer Experience professional focused on mapping customer journeys, creating gap assessments, and executing projects to build out better experiences for both internal and external customers- Safe Deposit Box Closure: CX Lead and Project Manager for all efforts related to the bank exit from the business. Managing the execution of a year-long, multi-channel plan involving Marketing, Product, Branch Network, Call Centers, Operations and Legal- Investments Financial Advisor Change Experience: Developing multi-faceted approach to improve the experience for clients when they are assigned to a new financial advisor- Fraud process improvements: Created journeys that illuminated many gaps in the fraud experience to senior management. Several key changes to process and organizational structure implemented as a result- Problem Resolution: Developed business case that proved how problem resolution process improvements could reduce call volumes, resulting in increased call center and branch capacity.

Boston College Carroll School of Management

MBA

Cornell University

Bachelor of Science