An insightful subject matter expert in both the HR/benefits customer experience and the service provider selection process, Kathleen has spent over 18 years consulting with clients to align provider solutions to business needs. She has also managed and/or participated in hundreds of RFP-guided selection processes in the DB, DC, H&W, health insurance exchange (HIX) and HRO domains.
Prior to joining herronpalmer, Kathleen held the role of Vice President, Product Marketing with Xerox HR Services, where she was a member of the HR Services Innovation Council, provided input regarding the design and development of self-service capabilities (including HIX enrollment tools), and channeled client and market input into the product development cycle. Earlier roles at Xerox included management of the sales support function, including RFP responses, for Total Benefits Outsourcing and HR Outsourcing.
Kathleen moved to Xerox through its acquisition of ExcellerateHRO, where she gained expertise in multi-process HR outsourcing, as well as broader BPO, and consulted with industry vertical teams to align HRO and benefits capabilities – particularly customer experience channels – to industry-specific needs. She also managed the organization’s sales site visit process across delivery facilities in the US, Canada and Europe.
Kathleen's HR/benefits industry experience began with the Retirement Systems unit of Towers Perrin (now Towers Watson) when she was hired to lead a cross-functional team that would draft the first end-to-end implementation methodology for the firm’s growing benefits outsourcing business. Later, she became a partner in the firm's Administration Solutions practice, consulting with clients regarding self-service capabilities, serving as a market-facing liaison to the product development process and building, then leading the sales support function for large-market outsourcing.
Prior to entering the HR/benefits industry, Kathleen earned a PhD in English literature from Temple University and taught literature, composition and technical writing at the college level.