About Jennifer Connors
Founder, CCX
I founded Connors CX to help organizations strengthen how they serve people — with clarity, care, and operational excellence at the center of every decision. After more than 20 years leading customer experience, operations, training, quality, and communications for the Estee Lauder Companies, I saw how deeply service, humanity, and structure shape an organization’s ability to grow.
My work is rooted in the belief that exceptional experiences don’t happen by accident. They come from thoughtful leadership, aligned teams, and systems that make great service feel natural. Throughout my career, I’ve built and scaled programs across education, quality, VOC, and enablement; partnered with brands and executive teams during periods of transformation; and led cross‑functional initiatives that improved both customer and employee outcomes.
Connors CX is the continuation of that work — a boutique practice designed to support organizations navigating growth, complexity, or change. I bring a warm, collaborative, senior approach to every engagement, helping teams find clarity, strengthen operations, and elevate the experience they deliver.
At the heart of CCX is a simple commitment: to help organizations serve people better — with humanity, consistency, and purpose.
Key Achievements
Oversaw full CRM modernization and consolidated third‑party vendor support from two providers to one, delivering on schedule and within budget and generating $2.2M in annual savings.
Successfully met and exceeded CS/OPS goals year over year, including:
Customer Satisfaction ≥ 85%
Executive Level Escalations reduced >30%
First Contact Resolution raised to 80% from 60%
Quality Score improvement +4% to 97%
Average Handle Time reduction of 3.8%
New‑hire retention improvement +13%
What others say about Jennifer:
“"...her leadership is a perfect blend of vision, strategy, and compassion, making her an exceptional force in driving both organizational excellence and individual growth.
Jennifer possesses a unique, and rare, ability to translate complex concepts into clear, actionable strategies that elevate team performance and enhance the overall customer experience.
Her commitment to quality isn’t just a standard—it’s a culture she instills across the organization. Jennifer approaches every challenge with integrity, innovation, and an unwavering focus on results...
Jennifer is a natural relationship‑builder who inspires trust and confidence from everyone that has the pleasure of working alongside her. She sets a tone of professionalism and mutual respect, creating an environment where people are motivated to excel...
I am grateful for the opportunity to have learned from and collaborated with such a dedicated and inspiring leader."- Lisa B, client
“Jennifer cultivated and protected the culture that made us more than just colleagues. She made us a family” -Alex N. CX Technology/Systems
“Jennifer is High Touch Service for not only our customers but for us too.” -Dana C. CX Operations
“Jennifer has taught me everything I know professionally — a true mentor and leader.” -Jennifer P. CX Training
“Jennifer made people feel seen, valued, and celebrated — every team needs that kind of leader” - Chantelle L. CX Operations
“Jennifer’s impact has been immeasurable — the kind of leader who leaves a legacy” -Karen M. CX Knowledge Mgmt
A bit more about us…
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Jennifer Connors is a CX and Operations leader with more than 20 years of experience shaping high‑touch, brand‑aligned experiences across consumer goods, regulated service environments, and mission-driven organizations. Her work centers on building systems that help teams deliver exceptional service — blending human-centered leadership with operational clarity and thoughtful integration of technology.
Jennifer’s career began in consumer goods, where she learned how consistency, storytelling, and operational detail shape how customers feel. She went on to lead CX and Operations functions in complex, high-touch service environments, building training programs, quality frameworks, and cross-functional systems that support both customer and team experience.
Over time, Jennifer developed a strong interest in industries where service and care are central and is invested in supporting organizations that prioritize human experience. Her approach blends empathy, operational rigor, and a belief that exceptional service is a human craft supported by intelligent systems, not replaced by them.
Today, through CCX — Connors CX Advisory, Jennifer partners with founders and early-stage organizations to build the CX, operations, training, and quality foundations that support scale. She brings calm, clarity, and structure to the moments when teams are growing fast and need senior guidance that honors both people and performance.
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Human-centered — People first, always.
Tech-enabled — AI and automation used thoughtfully, never at the expense of humanity.
Operational clarity — Systems that reduce friction and empower teams.
Brand-aligned — Experiences that reflect your values and identity.
Scalable — Built for today, ready for tomorrow.
Collaborative — A true partner, not a contractor
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I’ve spent my career inside organizations where the customer experience is shaped by the people doing the work — their clarity, their confidence, their training, and the systems that support them. I’ve seen how the right structure can transform a team, and how the wrong one can hold back even the most passionate employees.
What matters most to me is helping teams feel capable, supported, and proud of the experience they deliver. When people have the tools, training, and operational clarity they need, everything improves: customer trust, team morale, and the organization’s ability to grow with intention.
I’m especially drawn to early-stage and mission-driven organizations because these are the environments where thoughtful CX and Operations work has an outsized impact. Founders are building something meaningful, teams are learning fast, and customers are forming their first impressions. It’s a moment where the right systems can change the trajectory of the business.
I also believe in the balance between human experience and intelligent technology. AI and automation can elevate service when they’re integrated thoughtfully — reducing friction, simplifying complexity, and giving teams more time to do the work only humans can do. My goal is to help organizations build systems that honor both: the people who provide the exceptional service and the people they serve.