Head of Customer Experience, Irish Management Institute
Jenny has over 20 years’ experience in the design and delivery of customer experience. Throughout her career, Jenny has pioneered process improvements to drive and enhance innovation, collaboration, and service model efficiency. Her sharp focus on quality and continuous improvement underpins her approach to delivering customer experience excellence. Her leadership of customer facing, and service delivery teams brings a depth of insight to the integrated nature of customer experience.
IMI has built an international reputation as a premium provider in Executive Education and Jenny led its strategy in the delivery of the customer experience, earning IMI the accolade as the only globally ranked Irish Business school for service to its clients for 13 consecutive years. In this role, Jenny gained exceptional insight into the complexity of the customer: the goals, challenges and opportunities clients face and what drives value. This, together with her experience as an Executive Coach and leader, honed an understanding of employee engagement and its impact on customer experience.