Jeneanne Rae Joins Deloitte’s Federal Government Services Practice as Federal Customer Experience Leader, Civilian Sector
WASHINGTON, March 27, 2017 — Deloitte announced today that Jeneanne Rae — an internationally recognized leader in innovation, human-centered design, and customer experience (CX) — joined Deloitte’s federal government practice as federal customer CX leader, civilian sector. Rae, specialist executive, Deloitte Consulting LLP, will focus on creating and implementing service design-focused CX programs for the federal government’s civilian sector, more than 22 citizen-facing agencies.
“Jeneanne’s background in revolutionizing CX and proven track record of innovation makes her an excellent resource for our federal clients who are at different phases in their CX journey,” said Dan Helfrich, principal, Deloitte Consulting LLP and federal government services leader. “Her experience working with leading brands and applying human-centered design to complex problems will benefit our government clients and their ability to serve citizens.”
Most recently, Rae served as founder and CEO of Motiv Strategies LLC, providing consulting services for the management of innovation, new service design and CX for Fortune 100, nonprofit and government organizations. While there, she initiated and led numerous large consulting engagements and created a series of new conceptual frameworks in the areas of customer experience management and design strategy.
“Having worked in the field of innovation and design for more than 20 years, I’m passionate about finding human-centered and productivity-enhanced solutions for organizations,” said Rae. “Whether it is enrolling in a government benefits program or filing taxes, a human-centered design approach has tremendous ability to better serve the citizen and make the government more efficient. I am excited to help federal agencies continue on their CX journeys.”
In recent years, Rae has also collaborated with Boston-based Design Management Institute to create and produce its annual “Design Value Index,” which shows a stock market index of publicly traded, design-led corporations outperform the S&P by a margin of over 200 percent for three consecutive 10-year periods.
Additionally, Rae’s particular experience in CX and service design comes from her founding of Peer Insight LLC, where she was the key partner responsible for business development and thought leadership. While in this position, she was named one of Business Week magazine’s “Magnificent Seven Gurus of Innovation” and a “Leader of the Year” for her groundbreaking work in service innovation. Before founding her own consulting firm, Rae was a member of the executive team at innovation powerhouse, IDEO, based in Palo Alto, California.
Rae has experience speaking to audiences of all kinds, and has published dozens of columns and articles in publications such as Fast Company, Harvard Business Review and Bloomberg Businessweek. Her published articles include: “6 Keys for Turning Your Company into a Design Powerhouse” for Fast Company, “Design Can Drive Exceptional Returns for Shareholders” for Harvard Business Review, and many others.
Rae holds a Bachelor of Science in marketing and finance from the University of Virginia and a Masters of Business Administration from Harvard Business School.
About Deloitte’s Federal Government Practice
Deloitte provides consulting, financial advisory, risk management, audit and tax services to selected clients. More than 7,350 professionals are dedicated to serving U.S. federal clients with wide-ranging missions. Deloitte applies a mix of private-sector insights and public-sector experience to work with federal agencies to rethink, reduce and restructure — from day-to-day operations to large-scale transformations. To learn more, visit www.deloitte.com/us/federal.
Deloitte provides industry-leading audit, consulting, tax and advisory services to many of the world’s most admired brands, including 80 percent of the Fortune 500 and more than 6,000 private and middle market companies. Our people work across more than 20 industry sectors to deliver measurable and lasting results that help reinforce public trust in our capital markets, inspire clients to make their most challenging business decisions with confidence, and help lead the way toward a stronger economy and a healthy society.