Rockwell Clancy is the Vice President of Financial Services at J.D. Power and Associates. He oversees the companys syndicated studies, proprietary research, consulting, and performance improvement programs for consumer financial services.Under Mr. Clancys leadership, the financial services practice has established J.D. Powers benchmarking studies as industry standards for determining drivers of customer satisfaction and measuring competitive performance in retail and small business banking, credit cards, mortgages, and investments services. J.D. Power has also undertaken proprietary engagements with some of the most well-known and well-respected brands in the industry to identify competitive gaps, develop improvement plans, and implement change management programs. In addition to conducting studies in the United States, the financial services practice has expanded to also include Brazil, Canada, China, Japan, and the United Kingdom.Mr. Clancy is the author of numerous articles and reports on the shifting underpinnings of customer experience, links between customer satisfaction and shareholder value, and key strategic challenges facing the financial services industry. He is also a frequent speaker at domestic and global industry conferences and is frequently quoted in leading consumer and financial services publications.Mr. Clancys career spans more than 30 years in the financial services industry, both as a banker and a consultant. Prior to joining J.D. Power and Associates, Mr. Clancy was the director of planning and development at Sheshunoff Management Services, helping bank clients develop strategic plans, establish marketing and growth strategies, and implement performance management programs. Previously, he was executive vice president of strategic planning and research at the Bank Administration Institute. He began his career with management positions in retail banking, marketing, and operations at Bank One and First Illinois Corporation.Mr. Clancy earned a bachelors degree in English literature from Northwestern University and an MBA from the J.L. Kellogg Graduate School of Management at Northwestern University.
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