Jane-Anne Mennella
Research Director

Jane-Anne Mennella analyzes Customer Experience for marketing leaders. Her areas of focus include user experience, usability, user research methodologies, personas and journey mapping. She helps clients understand and utilize best practices for starting and improving their customer experience, gaining insight into their customers and in building test-and-learn cultures.

Before joining Gartner, Ms. Mennella held several positions as VP and Director of Customer Experience and served as a Director of Customer Insight and Optimization. She worked to define, implement and continuously optimize the overall customer experience and champion the use of an array of testing methodologies to ensure usability and understand client needs, values and drivers.

Top 5 Issues That I Help Clients Address

  • How do we build a test and learn culture?
  • Which user research methodologies should we use to gain customer insight or improve our customer experience?
  • What are best practices in user experience?
  • What are best practices in creating personas and journey maps?
  • How do user experience and customer experience work together?

Areas of Focus

Customer Experience



Optimization, Customer Experience and UX/User Research Consultant

Merck & Co.

Director of Service Experience

Wyndham Hotel Group

Director of Customer Insight and Optimization

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