All Bios
Experts
Frank Luccitti
Director, Financial Services and Insurance Divisions
(647) 946-3456
frank.luccitti@jdpa.com
As the Executive Director of the Global Insurance Intelligence Practice at J.D. Power, Craig Martin’s decades of experience in the financial services sector, customer experience, market research and data analytics provide him with a unique perspective that helps insurance organizations evolve with consumer expectations. With Martin’s extensive experience combined with years in behavioral finance and psychology, he is dedicated to driving positive change in the insurance industry by helping carriers better serve their clients and produce better business outcomes by incorporating consumer-driven data.
Since joining J.D. Power in 2012, Craig has created multiple syndicated studies while working closely with many leading financial services and insurance brands to create change and strong results. His current focus areas include life insurance, annuities, agent experiences and home insurance. Craig has been a featured contributor in numerous national news outlets such as Barron’s and Plan Adviser, where he provides a unique perspective on the intersection of customer experience, human behavior and how these factors impact business success. He is also a frequent speaker at industry events and conferences where he has covered a variety of topics including ways to optimize the balance of human and digital experiences to maximize client loyalty with finite resources.
Leveraging his experience in technology, market research and data analysis combined with real-world business experience he helps strategic partners drive positive change. By understanding business goals, end-user needs and relating those to the available data and technology resources, Craig bridges the gap between strategy and execution. His expertise has guided numerous improvement initiatives with organizations seeking to differentiate themselves and leverage technology effectively to deliver exceptional service.
Rochelle Matson is the Chief People Officer at J.D. Power. She is responsible for the company’s HR strategy, which is about enabling and inspiring our people to achieve extraordinary individual and business results. She is accountable for the global HR function including compensation and benefits, recruiting and retention, organizational development, culture, diversity and inclusion strategies and programs, talent development, and acquisition and integration.
Ms. Matson joined J.D. Power in January 2017. Prior to joining J.D. Power, Ms. Matson held various senior leadership positions at Broadcom. While at Broadcom, she partnered with executives around the globe to drive HR, Corporate and Business strategies. Ms. Matson was also the HR lead for some of the largest acquisitions in the company’s history.
Ms. Matson has over 25 years of HR experience including global, Fortune 500, high technology, and medical device sectors. Ms. Matson received a bachelor’s degree in Business Administration at California State University, San Marcos.
Paul McAdam
Paul McAdam is a Senior Director, Regional Banking in the Financial Services Practice at J.D. Power. He is responsible for syndicated and proprietary studies in the banking industry, including the U.S. Retail Banking Satisfaction Study; Canadian Retail Banking Satisfaction 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, with a particular emphasis on the regional banking segment.
Mr. McAdam has more than 25 years of experience in banking and professional services. He has led dozens of research programs that have enabled leading U.S. banks and global financial technology companies to quantify market demand and measure customer experience.
Prior to joining J.D. Power in 2016, Mr. McAdam was senior vice president of strategic thought leadership at Fidelity Information Services (FIS). There, he led a team that conducted domestic and global primary research of consumer expectations of banking providers. His team also published the corporation’s thought leadership magazine, which was delivered to more than 50,000 clients globally. His work at FIS touched retail and small business banking, wealth management, mobile financial services and emerging payments systems.
Before FIS, Mr. McAdam was a Partner with eCom Advisors, a strategy consulting firm focused on helping clients optimize the delivery of banking and payment solutions through digital channels. Previously, he was with BAI, a Chicago-based professional association that provides research and training services to banking companies. His key role at BAI was managing director of research, where he led a team that launched retail and small business banking benchmarking programs that served 37 of the top 50 U.S. banks. He also served as editor-in-chief of Banking Strategies magazine. He began his career in financial services in retail bank branch management and customer service call center management at Household International.
Mr. McAdam received a bachelor’s degree in economics from Augustana College in Rock Island, Illinois, and an MBA from DePaul University in Chicago.
Theresa Meehan
Teresa Meehan has experience working across all aspects of automotive advertising. She previously worked at FordDirect, launching a coordinated Tier 1 to Tier 3 digital advertising solution for 4,000 dealers. She also served as Head of Automotive/Midwest at Google where she worked with GM on the first use of Google in a TV ad. Teresa began her career working in New York at agencies Saatchi & Saatchi and McCann-Erickson before becoming National Advertising Manager of GMC Truck Division at GM. Teresa holds a BS in Advertising from Michigan State University and is Google Adwords and Analytics certified.
Jim Miller is the Vice President and Practice Lead of Banking and Credit Card at J.D. Power. He oversees the company’s industry benchmark studies, proprietary research, consulting and performance improvement programs focused on improving the customer experience.
Mr. Miller has more than 25 years of experience in both banking and customer experience. Prior to joining J.D. Power 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.
Kelsey Miller
“I started as a Research Intern in 2014 with the goal of tailoring my skills and knowledge to becoming an Account Executive. This past February, I was officially promoted to Account Executive, Health Intelligence. While I have worked incredibly hard to reach this milestone in my career, I credit much of my success to the guidance of my past and current managers.”
Bob Neuhaus joined Financial Services Intelligence at J.D. Power in 2017 to work with U.S. and Canadian banks and U.S. credit card issuers across multiple studies. He is responsible for syndicated and proprietary studies in the banking industry including the new Direct Banking Satisfaction Study, the Banking Mobile App Satisfaction Study, the Credit Card Mobile App Study and the Small Business Banking Satisfaction Study.
Mr. Neuhaus has more than 30 years of experience in banking, customer experience and marketing strategy. Prior to joining J.D. Power, he was Senior Managing Director at Acxiom Corporation. Previously, Mr. Neuhaus served as Global Finance Sector Head and Executive Vice President for TNS and as Principal of Greenwich Associates, where he leveraged large scale syndicated and proprietary research programs in retail, small business and middle market banking to help leading financial services companies with a broad range of strategic issues. Prior to his work in market research Mr. Neuhaus was a senior executive with M&T Bank and a Vice President with J.P. Morgan.
Mr. Neuhaus earned a Bachelor of Arts degree in Public Policy magna cum laude from Duke and an MBA from New York University’s Stern School of Business.
JD Ney
Automotive Industry Practice Leader in Canada. He is responsible for day-to-day client service, providing Canada’s automotive decision makers with reliable and actionable research insights utilizing both the company’s syndicated studies, as well as the Power Information Network (PIN)®.
In 2013, Mr. Ney assumed leadership of Canadian automotive syndicated research, providing clients across the industry with critical benchmark performance across the entire vehicle shopping, purchase, delivery, service and long-term ownership continuum. Mr. Ney also oversees the publication of the company’s popular Analyst Note, a monthly report that tackles intriguing, important or controversial issues in the Canadian automotive industry.
Prior to joining J.D. Power in 2011, Mr. Ney held senior editorial positions with Canadian magazine publications in the automotive, restaurant and hotel sectors. Mr. Ney received a bachelor’s degree in political science from Mount Allison University in Sackville New Brunswick, and a Masters degree in journalism from Bond University in Australia.
Cathy Noble is a Product Portfolio Director in the Autodata Solutions Division of J.D. Power. Cathy oversees a suite of products that power vehicle merchandising tools and research experiences, including AutoPlanner, StudyPrice, Feature Exchange and the suite of CarBook quoting products. Cathy manages customer IT portfolios through the provision of technology direction, automotive data and custom IT solutions.
In her 25 years with Autodata Solutions, Cathy has proven to be a highly accomplished delivery executive with proven success in directing software development, delivery and operational oversight. She has strong ability in identifying and overseeing the production of innovative solutions that meet changing business needs, drive revenue growth and improve efficiency.
Cathy graduated with honors in Business Administration in 1991.
Chris Oberle is Managing Director, Utilities Practice at J.D. Power where he develops and delivers research and best practices that advise clients on paths to improve customer satisfaction with core service, brand perceptions, product development, customer engagement, communications and outreach efforts. Mr. Oberle has 25 years of experience advising utility managements on how to optimize their customer experiences. He rejoined J.D. Power in 2022 after previously working for the company for 13 years.
Prior to rejoining J.D. Power, Mr. Oberle was a Senior Vice President at Escalent, where he founded and led the syndicated utility practice. In this role, he managed all aspects of the residential and business customer trust and engagement benchmark studies, performance modeling and analysis, management advisory, and best practice reporting. He also developed value-added business partnerships with leading industry consulting and market information firms.
Previously, Mr. Oberle was a Principal at Navigant Consulting, where he was engaged to consult on retail energy company development, ESCO product development, customer service innovation, and process design and improvement.
Mr. Oberle is a frequent speaker at industry conferences and events. He holds a bachelor’s degree from the University of Southern California and an MBA from Georgetown University.
Greg Payne is a Vice President of Business Development in the Autodata Solutions division of J.D. Power. He has over 20 years of automotive and insurance experience, specializing in Enterprise sales. Greg has been with Autodata Solutions for the past 5 years. Previously, he spent 10 years at Audi/VW Group of America, several years at Hearst’s Black Book Online, and helped launch the startup Lotlinx. He currently runs the insurance vertical for Autodata Solutions and was part of the team that created and launched StudyPRICE.
Matthew Racho is Managing Director, Business Development and Configuration Solutions at J.D. Power. He leads the team responsible for developing and executing PIN’s retail strategy and business performance, focused on solutions to assist automotive retailers with insights that will drive decisions to improve sales and profitability.
Prior to his current position, Mr. Racho was responsible for the sale and delivery of information, real-time sales and marketing information, intelligence and insights that enable clients to realize business goals by selling the right products to the right customers at the right time and for the right price.
Prior to joining J.D. Power in 2000, Mr. Racho worked in roles at EDS, Detroit Diesel and Dialogue Marketing, gaining experience in marketing, product development, production system controls and optimization.
Mr. Racho received a bachelor’s degree from Eastern Michigan University and an MBA from The Eli Broad Graduate School of Management at Michigan State University.
Justin Ramkishun
Senior Automotive Account Analyst, Power Information Network® (PIN)
(647) 946-3446
justin.ramkishun@jdpa.com
Mary Rodino
More to come.
Bernardo Rodriguez is the Chief Digital Officer at J.D. Power. He is responsible for advancing J.D. Power’s digital and AI transformation and leads the company’s Technology, Artificial Intelligence, Research, Innovation, CX Solutions and Consumer divisions.
Mr. Rodriguez joined J.D. Power in 2017 from Huge, the global full-service digital agency, where he served as Managing Director of Strategy, partnering with Fortune 100 companies on the design and execution of product and brand strategies, enterprise transformation and innovation. Previously, he served as a Managing Director at Accenture, the global management consulting and professional services company, where he led the firm’s North American Digital Strategy Practice for telecommunications, media and technology. Earlier, Mr. Rodriguez served as Chief Digital Officer at Kaplan Test Prep, a top provider of educational and career services, where he was responsible for digital transformation in technology, data science, user experience, online learning, Kaplan publishing and innovation.
Mr. Rodriguez holds a bachelor’s degree of science in electrical engineering from Universidad Rafael Urdaneta in Venezuela and a master’s degree and Ph.D. in computer engineering from the University of Colorado. He is fluent in English and Spanish.
Michelle Ruiz
Michelle Ruiz is Managing Director for the Consumer Insights group at J.D. Power. She is responsible for overseeing analytics and consumer insights for the company’s syndicated research studies. Prior to joining J.D. Power in 2018, Ms. Ruiz worked for Fiat Chrysler Automobiles (FCA), Ducker Worldwide, and Electronic Data Systems (EDS) where she held a variety of account management, marketing research, and consumer insights roles. Ms. Ruiz earned a bachelor’s degree in management from the Georgia Institute of Technology, and she has taught for Michigan State University in the master’s program in marketing research.
Maureen Russolo is the Senior Director, Utilities Intelligence at J.D. Power, where she works closely with utility clients to deliver actionable insights, to improve the customer experience across Canada and the United States. Before joining J.D. Power, Maureen held several Vice President, Customer Experience roles across various industries, including Retail, Utility ERP Technology, Manufacturing, and Research and Best Practices. Throughout her career, she has led large operational and customer experience teams and has a proven track record of delivering improved customer and employee advocacy and operational excellence. She has deep Utility knowledge and was one of the first individuals to start to focus on customer experience in the Utility industry. She started her career at Union Gas Limited where she held various operational and customer service roles, including creating their first customer experience strategy and roadmap and she worked with dozens of Utilities while at E Source to help them improve their customer experience, digital experience and enhanced operational optimization and she was one of the key individuals that established their consulting practice.
Maureen is a Certified Customer Experience Professional (CXPA), and she is a Certified Change Management Professional (PROSCI) and is an Advisory Board member for the Customer Service Professionals Network (CSPN).
Elena Sheehy
Manager, Operations Support, Canada and Latin America
(647) 946-3444
elena.sheehy@jdpa.com
With over 20 years’ experience within the Autodata Solutions Division of J.D. Power, George has evolved through many roles including sales, customer support, client management, business analysis and is currently in product management. Perpetually the voice of the customer, he has attained automotive industry knowledge of configuration, inventory, comparison, incentives, dealership commercial sales and fleet ordering by building excellent relationships and through the pursuit of truth-finding.
Working with agile product teams, he is able to lead with confidence to ensure the products we build are excellent, but also that the people he works with are valued and respected.
George holds a bachelor’s degree in biology from Western University in southern Ontario, Canada.
Mark Spalinger is a Director of Utilities Intelligence at J.D. Power. He is responsible for delivering actionable insights and thought leadership to utilities across the United States to help them understand the importance of customer satisfaction and how to improve their customers’ experience.
Previously at the company, Mr. Spalinger served as a Senior Consumer Insights Analyst, Research Manager, Research Supervisor, Research Specialist and Research Associate within the Utility Practice. He joined J.D. Power in 2006.
Mr. Spalinger received a bachelor’s degree in sociology from California State University Northridge.
Keith Spondike
Keith Spondike is a veteran automotive marketing executive driving transformational change in the digital retail landscape. Previous to Autodata Solutions, Keith worked at FordDirect where he launched Ford’s first cross-tier, omni-channel owner loyalty and retention solution that delivered over $500 million in incremental sales and service revenue. Keith began his career with GM and spent 18 years in the sales and marketing organization. Keith also had stints in other transportation verticals, where he implemented websites, digital advertising and social media programs. Keith holds an MBA from Wayne State University and a BS in Finance/Economics from Oakland University.
Andrea Stokes joined J.D. Power as Practice Lead – Hospitality in September 2019. She is responsible for ensuring J.D. Power brings relevant and high-quality intelligence to clients in the Lodging and Senior Living sectors. She provides J.D. Power clients with hospitality industry expertise and thought leadership, as well as expertise in customer experience management.
Prior to J.D. Power, Andrea was with Marriott International’s CX and Innovation division where she oversaw brand health measurement programs, as well as Marriott’s customer insights platforms. Before joining Marriott, Andrea was Vice President - Travel and Hospitality at Ipsos, the well-known global research and polling firm. There she oversaw CX and marketing insights programs for clients in lodging, air transportation, cruise, and destination marketing. Andrea is also the former Director of Research at the U.S. Travel Association.
Andrea earned an M.B.A. at Georgetown University and a B.A. in Management at the College of St. Benedict.
Andrea has presented at many travel industry and other conferences. She is also a Certified Hospitality Educator and Adjunct Lecturer in Hospitality Management. She resides in the Washington D.C. Metro Area.
Chris Sutton
Chris Sutton is Senior Vice President, Auto Benchmarking and Customer Success
at J.D. Power. He is responsible for the company’s automotive syndicated studies
and customer success strategies within the U.S., Canada, Mexico and Japan.
Additionally, he oversees the global teams that conduct proprietary research,
tracking engagements and strategic consulting engagements that support client
customer experience improvement.
Prior to this role, Mr. Sutton was the Vice President, Automotive Retail, managing
a team that was responsible for the company’s U.S. syndicated retail studies,
Sales Satisfaction Index (SSI) and Customer Service Index (CSI), as well as clientspecific proprietary research, tracking engagements and in-dealership consulting implementations.
Before joining J.D. Power in 2005, Mr. Sutton spent 12 years at Ford Motor
Company in various field and corporate positions, gaining experience in sales,
marketing, dealer franchising, vehicle operations and customer experience program
management.
Mr. Sutton speaks regularly at automotive industry conferences and has been quoted
in media outlets like The Wall Street Journal, The New York Times, Automotive
News, The Washington Post and USA Today. Mr. Sutton earned a bachelor’s degree
from Indiana University and an MBA from Miami University in Ohio.
Michael Taylor
Michael Taylor is Senior Managing Director of Travel, Hospitality, Retail & Customer Service Advisory.
Mr. Taylor founded and led the Travel Practice at J.D. Power from 1998 to 2004, and rejoined J.D. Power in 2017. Previously he worked as a consultant to academic medical centers (M.D. Anderson and The Mayo Clinic) and oilfield service providers (Halliburton, Baker Hughes, and Schlumberger).
Prior to that, he worked in television advertising research, where he analyzed and consulted on major advertising efforts for companies such as SmithKline Beecham, S.C. Johnson, Frito Lay and General Motors, focusing on “persuasion shift” and market share. He began his career in the consumer packaged goods industry at companies such as Alberto-Culver, Ralston Purina, and Abbot Laboratories.
Mr. Taylor earned a bachelor’s degree with honors from Indiana University and a master’s degree in business administration from the University of Chicago.
Carol Thomas is a Book Product Implementation Manager for the Autodata Solutions division of J.D. Power. She manages the product process from inquiry to implementation. Carol works closely with the Accounting, Fulfillment and Technical Support teams, coordinating the cycle to ensure the customer is provided with the appropriate information, product and tools to meet their business needs.
Carol has sales, service, training and customer relations management experience working in various areas to include Wayne State University Institute of Environmental Health Science Research, Wayne County Medical Society, HCR-Manorcare and GM-Onstar. By managing call centers, customer service, sales and training programs, Carol helps enhance, assist and create positive client relationships.
Carol believes the customer is the most valuable asset an organization can have and is driven by the persistent pursuit of customer service excellence. She consistently looks to increase product usage through value added service and enhanced customer knowledge.
Carol is a graduate of Wayne State University.
Jim Thomason is a Group Account Director for the Autodata Solutions division of J.D. Power.
Jim is responsible for fleet management company engagements as well as supporting various initiatives within OEM partnerships. Jim joined Autodata Solutions in 2009 as a Delivery Director and has since taken on roles that include overseeing the delivery of large scale OEM digital marketing/OEM distributor engagements and working with partners to help them realize the potential of data and content, as well as what software applications can do for their businesses.
Jim has spent nearly 20 years in the automotive industry with a significant focus on client management. Prior to Autodata Solutions, Jim held several positions at General Motors within the Information Systems & Digital Marketing organizations, as well as spending time as a producer for Wunderman Advertising Agency.
Jim pursued post-secondary education in business administration and marketing, earning a bachelor’s degree from the University of Phoenix.
Milo Twiford
Milo Twiford has over 15 years of experience in energy business development and holds a master’s degree in energy management. As an Account Director at J.D. Power covering the Western U.S., Mr. Twiford collaborates with utility clients to deliver research-based insights and solutions that support customer experience improvements and strategic decision making. Mr. Twiford’s focus is on helping clients leverage data to enhance customer satisfaction and meet evolving industry benchmarks.
Ramah Vaughn is a Director of Utilities Intelligence, where he delivers actionable insights to utilities across the country to improve customer satisfaction. Mr. Vaughn is also responsible for helping clients prioritize initiatives based on voice-of-the-customer data. Before joining J.D. Power, Mr. Vaughn led the customer insights team for Baltimore Gas & Electric where he was responsible for fielding research and improving customer experience. Mr. Vaughn earned a bachelor’s degree in information science from Morgan State University.