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Lillian Murray is Director, Customer Experience Advisor in the Financial Services Practice at J.D. Power. She is responsible for working with clients to identify and prioritize improvement opportunities and develop targeted strategies that improve customer satisfaction and loyalty, increase customer retention and drive revenue.
Ms. Murray joined J.D. Power in 2018, bringing a wealth of experience in customer satisfaction improvement. She has extensive expertise in all aspects of customer experience management, including design, measurement, training, leadership accountability, coaching tools, website design, incentives, performance change management, recognition and problem resolution. Prior to joining J.D. Power, she was vice president and customer experience strategist at SunTrust, where she established and managed over 33 programs across the enterprise of 25,000 employees. Previously, Ms. Murray spent 23 years at Wachovia helping lead a transformation that resulted in the bank ranking highest in customer satisfaction among its large bank peers in the annual ACSI survey for seven consecutive years.
Ms. Murray received a bachelor’s degree in business administration from the Augusta State University.