Jane-Anne Mennella

Sr Director Analyst

Jane-Anne Mennella analyzes testing and optimization, user research, usability and customer experience for marketing leaders. Ms. Mennella's areas of focus include testing and optimization strategies, qualitative customer insight, user research methodologies, becoming customer-centric, usability and CX strategy, design and execution. She helps clients understand and utilize best practices for gaining insight into their customers, building test and learn cultures, optimization and starting and improving their customer experience.

Before joining Gartner, Ms. Mennella held several positions as VP and Director of Customer Experience and also 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.


Areas of Focus



Wyndham Hotel Group
Director of Customer Insight and Optimization

Merck & Co.
Director of Service Experience

Optimization, Customer Experience and UX/User Research Consultant

Top Issues That I Help Clients Address

  1. User experience
  2. Testing and optimization
  3. User research/testing methodologies and best practices
  4. Customer experience
  5. Personas/Journey maps



The CMO Spend Survey 2018-2019


The CMO Spend Survey 2018-2019

By Ewan McIntyre

November 15 I 10 a.m. ET



CX is the Foundation for Your Personalization Initiatives


Maximize Your CX Strategy