Heather Gillbanks

Vice President Customer Service & Customer Experience, Herff Jones

Professional Overview

Heather Gillbanks is an accomplished customer experience and operations leader with over 20 years of experience driving strategic initiatives and delivering exceptional results across various industries. As the Vice President of Customer Service & Customer Experience at Herff Jones, she is responsible for spearheading the company's customer-centric transformation and enhancing the overall customer journey.

Experience Summary

Current Role

In her current role as Vice President of Customer Service & Customer Experience at Herff Jones, Heather is responsible for leading the organization's customer service operations and overseeing the implementation of innovative customer experience strategies. She is instrumental in driving process improvements, enhancing customer satisfaction, and fostering a culture of continuous service excellence.

Career Progression

Prior to her current position, Heather held various leadership roles in the customer experience and operations domains. She served as the Executive Editor at the Customer Experience Professionals Association (CXPA), where she played a pivotal role in shaping industry thought leadership and best practices. As the Head of Customer Experience & Customer Center of Excellence (CoE) lead at Cornerstone Building Brands, Heather led the transformation of the company's customer-centric initiatives, resulting in measurable improvements in customer satisfaction and operational efficiency.

Heather's earlier career includes roles at GE, where she demonstrated her expertise in Lean Six Sigma, operational excellence, and driving strategic change. She held positions such as Customer Experience Manager, Growth & Simplification Leader, and Lean Six Sigma Master Black Belt, showcasing her versatility and ability to drive innovation across diverse business functions.

Academic Background

Heather holds a strong academic background, with a focus on relevant disciplines. Her educational achievements include:

Areas of Expertise

• Customer Experience Strategy and Transformation

• Customer Service Operations and Optimization

• Lean Six Sigma and Process Improvement

• Organizational Change Management

• Data-driven Decision Making

• Cross-functional Collaboration and Stakeholder Management

Professional Impact

Throughout her career, Heather has demonstrated a track record of driving measurable improvements in customer satisfaction, operational efficiency, and overall business performance. Her contributions and achievements have had a significant impact on the organizations she has served, and she is recognized as a thought leader in the customer experience and operations domains.

Conclusion

With her extensive experience, strategic mindset, and passion for delivering exceptional customer experiences, Heather Gillbanks is poised to continue her successful trajectory and make a meaningful impact in her role as Vice President of Customer Service & Customer Experience at Herff Jones.