Keith Webster is President of Global Business Intelligence (GBI) at J.D. Power. He is responsible for setting the strategic direction and managing the growth and profitability of the division. GBI serves high growth verticals, including banking, wealth, insurance, utilities, technology,  telecommunications, healthcare and travel.

Prior to joining J.D. Power in 2015, Mr. Webster was president and CEO of Sector Group, Inc., a management consulting firm serving the software and information industry. Previously, Mr. Webster held a variety of positions in the financial software and information industry, including managing director at Interactive Data Corp., managing director at Dun & Bradstreet; managing director at Thomson Financial; vice president of strategy and business development at ADP Financial Information Services Corp., and director of product management at Data Broadcasting Corp.

Mr. Webster earned a bachelor’s degree in physics from The University of Chicago. He is alumnus of The Harvard Business School where he completed the Advanced Management Program.

Jim Miller is the Vice President and Practice Lead of Banking and Credit Card at J.D. Power. He oversees the company’s industry benchmark studies, proprietary research, consulting and performance improvement programs focused on improving the customer experience.

Mr. Miller has more than 25 years of experience in both banking and customer experience. Prior to joining J.D. Power in 2012, he served as president of Prime Performance, Inc., a provider of customer experience research and measurement systems specifically designed for financial institutions. Previously, he was a senior vice president at SunTrust, where he managed retail banking analytics, including branch performance analysis and reporting, branch staff modeling and sales goal and incentive management. Additionally, he directed the units responsible for branch network planning and customer/marketing information. Before SunTrust, he held management positions at NationsBank and Bank One.

Mr. Miller received a bachelor’s degree in finance from The College of William & Mary and an MBA from the University of Virginia Darden School of Business.

Paul McAdam is a Senior Director, Regional Banking in the Financial Services Practice at J.D. Power. He is responsible for syndicated and proprietary studies in the banking industry, including the U.S. Retail Banking Satisfaction Study; Canadian Retail Banking Satisfaction Study; Small Business Banking Satisfaction Study; and Credit Card Satisfaction Study. He also works with clients to help them gain a better understanding of how to improve the customer experience, with a particular emphasis on the regional banking segment.

Mr. McAdam has more than 25 years of experience in banking and professional services. He has led dozens of research programs that have enabled leading U.S. banks and global financial technology companies to quantify market demand and measure customer experience.

Prior to joining J.D. Power in 2016, Mr. McAdam was senior vice president of strategic thought leadership at Fidelity Information Services (FIS). There, he led a team that conducted domestic and global primary research of consumer expectations of banking providers. His team also published the corporation’s thought leadership magazine, which was delivered to more than 50,000 clients globally. His work at FIS touched retail and small business banking, wealth management, mobile financial services and emerging payments systems.

Before FIS, Mr. McAdam was a Partner with eCom Advisors, a strategy consulting firm focused on helping clients optimize the delivery of banking and payment solutions through digital channels. Previously, he was with BAI, a Chicago-based professional association that provides research and training services to banking companies. His key role at BAI was managing director of research, where he led a team that launched retail and small business banking benchmarking programs that served 37 of the top 50 U.S. banks. He also served as editor-in-chief of Banking Strategies magazine. He began his career in financial services in retail bank branch management and customer service call center management at Household International.

Mr. McAdam received a bachelor’s degree in economics from Augustana College in Rock Island, Illinois, and an MBA from DePaul University in Chicago.

Director, Banking and Payments Intelligence

https://www.linkedin.com/in/john-cabell-450aa4/

Dann Allen joined Financial Services Intelligence at J.D. Power in 2021 to work with U.S. banks using multiple industry benchmark studies, proprietary research, consulting and performance improvement programs to support clients focused on improving the customer experience.

He is a Customer Experience leader with a successful record in multiple organizations for creating and delivering strategies with tangible improvements that increase client advocacy, satisfaction, retention, revenue, and employee engagement.  Mr. Allen has more than 30 years of experience in banking, customer experience, and communications.

Prior to joining J.D. Power, he served as Client Experience Executive at MUFG Union Bank, N.A. leading the Customer Experience program for Retail, Small & Middle Market Banking, Commercial Banking, and Wealth clients.  Previously, he was Head of Consumer Customer Experience at Bank of the West.  In both organizations he led wide-scale customer experience transformation programs.  Mr. Allen was also Head of Experience Design and Member Outbound Communications for AAA leading cross-functional initiatives that improved multi-channel experiences.  Before AAA, he held executive positions in customer experience for telecommunications and consulting companies based in the United States and Western Europe.

Mr. Allen is fully certified by the Medallia Institute in Customer Experience Management.  He received a bachelor’s degree in Communications - Journalism from Shippensburg University.

Jennifer White is a Senior Consultant in the Banking & Payments Intelligence practice at J.D. Power. She is responsible for syndicated and proprietary studies in the banking industry, including the Mobile App and Online Satisfaction Studies and the Financial Health & Advice Program in both the U.S. and Canada. This topic focus translates also to Jennifer’s oversight of J.D. Power’s Digital and Financial Health Certification programs.

Jennifer also works with clients to design proprietary engagements and oversees the incubator development of new products for the banking practice.

Jennifer’s focus is to translate the research findings from J.D. Power programs into roadmaps for performance improvement and customer experience optimization.

Jennifer has over 20 years experience in market research with extensive industry background not only in financial services but also the healthcare industry. Prior to joining J.D. Power in 2012, Jennifer was the Director of Analytics at Escalant, formerly Market Strategies.

Jennifer has a Masters in Public Policy from the Ford School at the University of Michigan and a BA in Economics and Political Science from Kalamazoo College.

Bob Neuhaus joined Financial Services Intelligence at J.D. Power in 2017 to work with U.S. and Canadian banks and U.S. credit card issuers across multiple studies. He is responsible for syndicated and proprietary studies in the banking industry including the new Direct Banking Satisfaction Study, the Banking Mobile App Satisfaction Study, the Credit Card Mobile App Study and the Small Business Banking Satisfaction Study.

Mr. Neuhaus has more than 30 years of experience in banking, customer experience and marketing strategy. Prior to joining J.D. Power, he was Senior Managing Director at Acxiom Corporation. Previously, Mr. Neuhaus served as Global Finance Sector Head and Executive Vice President for TNS and as Principal of Greenwich Associates, where he leveraged large scale syndicated and proprietary research programs in retail, small business and middle market banking to help leading financial services companies with a broad range of strategic issues. Prior to his work in market research Mr. Neuhaus was a senior executive with M&T Bank and a Vice President with J.P. Morgan. 

Mr. Neuhaus earned a Bachelor of Arts degree in Public Policy magna cum laude from Duke and an MBA from New York University’s Stern School of Business.