Jenna Muñoz,

I’ve spent 20+ years as a trusted advisor to senior leaders who develop strategies, prepare for board meetings, lead high performing teams, and drive change across their organizations with customer and employee experiences at the forefront. As a leader in the CX and EX listening spaces I’ve led a wide variety of research programs to support C-Suite decision making primarily in the Retail and Financial Services industries.

             I’ve served as a VP at U.S. Bank for nearly 10 years in the Customer and Employee Experience areas, most recently as VP | Voice of Customer Director at U.S. Bank.  While in my role as Director of Employee Research, I was responsible for designing a robust enterprise listening program to monitor sentiment and guide support for 77,000 employees before, during, and after the pandemic, as well as a psychological safety framework for the Global Ethics Office. 

            Before joining U.S. Bank I built the market research capability at the second largest Sporting Goods retailer in the country, Academy Sports + Outdoors, where CX insights were integral to brand, private label, and merchandising strategies, fueling significant revenue growth and expansion from 40 to 110 stores during my time there.  Prior to that I worked on the Customer Experience team for the third largest grocer at the time, SUPERVALU, where I led a variety of quant and qual studies. 

            I have a Masters in Industrial & Organizational Psychology from the University of Idaho, which has served as foundation throughout my career.