Gartner Expert

Jane-Anne Mennella

VP Analyst

Jane-Anne Mennella analyzes user research, testing and optimization, usability and CX for marketing leaders. Ms. Mennella's areas of focus include testing and optimization strategies, user research methodologies, Customer Experience, becoming customer-centric and User Experience. She helps clients understand and utilize best practices for gaining insight into their customers, building test and learn cultures, and creating and optimizing their Customer Experience and User Experience initiatives.

Previous experience

Before joining Gartner, Ms. Mennella held several positions as VP and Director to define, implement and continuously optimize the overall customer and user experience. In these roles, she championed the use of an array of research and testing methodologies to understand client needs, values and drivers, and create or improve products, experiences and services.

Professional background


Optimization, User Research, User Experience, Customer Experience Consultant

Wyndham Hotel Group

Director of Customer Insight and Optimization

Merck & Co.

Director of Service Experience

Areas of coverage

Customer Experience


B.A., Communications, Douglass College, Rutgers University

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Top Issues That I Help Clients Address

1Using user research to gain client insights and deliver better experiences and products

2Building and improving test and learn cultures, processes and results

3Customer Experience

4User Experience

5Becoming customer-centric