Heather Gillbanks

Heather Gillbanks, CCXP, serves as the Vice President of Customer Service & Customer Experience at Herff Jones since March 2023, overseeing approximately 275 team members across sales support, order entry, and customer service operations, focusing on integrating processes post-acquisition. Previously, Heather was the Executive Editor at the Customer Experience Professionals Association, where contributions led to the publication of the CX Book of Knowledge in October 2022. At Cornerstone Building Brands, Heather developed a comprehensive customer experience strategy for a $5B organization and utilized various metrics and tools to enhance customer interactions. Earlier experience at GE included leading customer experience initiatives, implementing Lean Six Sigma methodologies, and serving in various managerial capacities. Heather's educational background includes degrees from McMaster University and ongoing executive education at Southern Methodist University.