As the Senior Director of Customer Experience at Copeland, Jen Jones plays a pivotal role in shaping the company’s approach to customer engagement and satisfaction. With a strong emphasis on strategic leadership, Jen is committed to maximizing the customer experience across all interactions and touchpoints....
As the Senior Director of Customer Experience at Copeland, Jen Jones plays a pivotal role in shaping the company’s approach to customer engagement and satisfaction. With a strong emphasis on strategic leadership, Jen is committed to maximizing the customer experience across all interactions and touchpoints. Her expertise lies in leveraging innovation and technology to drive process improvements that not only enhance service delivery but also enable sales growth.
Currently, Jen leads the Project Management, Lifecycle Service, and Customer Service teams, where she focuses on building and designing improved work practices. By implementing key performance indicators (KPIs) and fostering proactive communication, she ensures that her teams are aligned and equipped to deliver world-class service. Her leadership style emphasizes cross-functional collaboration, which is essential for creating a seamless customer journey and cultivating high-performing, engaged teams.
Jen's strategic initiatives are designed to bolster customer loyalty and enhance the overall customer experience. She is adept at utilizing the Voice of the Customer to inform decision-making processes, ensuring that customer feedback drives continuous improvement efforts. With a growth mindset, Jen is not only focused on immediate results but also on long-term strategic goals that position Copeland as a leader in customer experience within the industry. Her skills in business process automation and training further empower her teams to adapt and thrive in an ever-evolving marketplace, making her an invaluable asset to Copeland's mission of delivering exceptional customer service.
