Jim Miller is Senior Director of Banking Services in the Financial Services Practice at J.D. Power and Associates. He is responsible for syndicated and proprietary studies in the banking industry, including the Retail Banking Satisfaction Study; Bank Customer Switching and Acquisition Study; Small Business Banking Satisfaction Study; and Credit Card Satisfaction Study. He also works with clients to help them gain a better understanding of how to improve the customer experience.Mr. Miller has more than 20 years of experience in both banking and customer experience. Prior to joining J.D. Power and Associates in 2012, he served as president of Prime Performance, Inc., a provider of customer experience research and measurement systems specifically designed for financial institutions. Previously, he was a senior vice president at SunTrust, where he managed retail banking analytics, including branch performance analysis and reporting, branch staff modeling and sales goal and incentive management. Additionally, he directed the units responsible for branch network planning and customer/marketing information. Before SunTrust, he held management positions at NationsBank and Bank One.Mr. Miller received a bachelor’s degree in finance from The College of William & Mary and an MBA from the University of Virginia Darden School of Business.
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