Edwin Jones

Edwin Jones, CCXP, serves as the AVP and Director of Customer Experience & Strategy at the Federal Home Loan Bank of Chicago, where responsibilities include establishing the Bank's customer experience practice and leading member training and education across two business units. Prior to this role, Edwin accumulated extensive experience at KPMG US, progressing from an intern to Director in the Customer Service & Experience Consulting practice. In this capacity, Edwin spearheaded strategic, customer-centric transformations across various industries, delivering value through the development of customer experience strategies and operational models. Educational credentials include a Bachelor of Science in Business Administration from Hampton University and a High School Diploma from McCallie School, alongside a strong foundation in customer analytics, persona development, and journey mapping.