Jenny is focused on serving leading healthcare institutions (health insurers, providers, pharmacy benefit managers, and pharmacies) on strategic healthcare issues. Key areas of focus include consumer-driven impact (such as customer experience, acquisition, retention, digital, pricing, consumerism, and product differentiation), payer-provider pricing and collaboration including network design, and performance transformation. In her current role, she is a leader in the Healthcare Systems & Services and Marketing & Sales Practices, with a particular focus on B2C opportunities.
Jenny is a frequent and significant contributor to McKinsey’s research initiatives, having designed and led McKinsey’s Consumer Health Insights (CHI) research since 2006. Findings from this initiative provide healthcare organizations with deeper insight into consumer behavior and the decision-making processes, which are leveraged to improve business performance. She has published several McKinsey articles addressing the challenges and opportunities of applying consumer insights in the healthcare sector to deliver business performance and improved consumer experience.
Prior to McKinsey, Jenny’s experience was primarily focused within the aerospace industry as an aerospace engineer.
Published work
“Next-generation member engagement during the care journey,” McKinsey & Company, July 2019
“Insights from the McKinsey 2019 Consumer Social Determinants of Health Survey,” McKinsey & Company, April 2019
“Healthcare consumerism today: Accelerating the consumer experience,” McKinsey & Company, April 2019
“2017 Individual exchange market consumer research findings,” McKinsey & Company, July 2018
“Healthcare consumerism 2018: An update on the journey,” McKinsey & Company, July 2018
“Spinning customer insights into business gold,” McKinsey & Company, January 2018
Past experience
Pratt & Whitney
Senior engineer
Education
Carnegie Mellon University
MBA
University of Minnesota,Twin Cities
BS, aerospace engineering