This presentation will show you how to use Human Centered Design (HCD) to identify—and design for—critical moments in the employee experience that impact your customers’ experiences. Learn how tools and approaches such as segmentation, persona development and journey mapping can help project teams improve employee engagement and the behaviors that drive customer satisfaction.
Jennifer is a Senior Manager with Deloitte Consulting focusing on organizational transformations that align and equip the workforce to deliver on business strategy. She specializes in improving employee experience through human-centered design thinking and solutions that ultimately drive measurable improvements in talent, customer and mission performance outcomes. She has led integrated talent management programs for federal clients, using ethnographic research and journey mapping to identify the moments that matter to employees across the hire to retire lifecycle. Jennifer has an MBA from The George Washington University, is PMP-certified and has more than 20 years of experience partnering with public and private organizations to drive strategic change.
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