Becky DeGeorge Joins the J.D. Power Banking Team

J.D. Power and Associates is pleased to announce that Becky DeGeorge has joined the Financial Services Practice of J.D. Power and Associates as Senior Director, Customer Experience Management.

In this role, Becky will expand our capabilities to help our clients to:

  • Identify and prioritize improvement opportunities leveraging data from all customer touch points including on site observations and interviews, root cause, and business impact analysis;
  • Establish and implement highly targeted improvement initiatives designed to deliver specific business results, such as reduced attrition, improved share of wallet, or increased revenue;
  • Design, implement, and manage customer experience management systems that include comprehensive customer listening posts, training, coaching, scorecards, and incentives; and
  • Evaluate and strengthen client customer experience management infrastructure, to include management oversight, communication, and recognition programs.

Becky brings a wealth of experience in customer satisfaction improvement. Most recently, she established and managed the Customer Experience Office at U.S. Bank, leading the company’s efforts to improve customer satisfaction and loyalty.

Prior to joining U.S. Bank, Becky spent 11 years at Wachovia helping lead a transformation that resulted in the bank ranking highest in customer satisfaction among its large bank peers for seven consecutive years. She also has extensive experience, from Wachovia and other companies, in leading the development and implementation of consistent sales and sales management processes that result in increased sales and revenue.

We cannot be in the business of just pointing out customers’ problems. We need to help them solve them too!   Becky and her team will bring unparalleled expertise to help our clients achieve their objectives in a more focused and robust way.

If you’re interested in scheudling a meeting with Becky, she can be reached directly at rebecca_degeorge@jdpa.com

 

 

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