Heather Mann
About Heather Mann
Heather Mann is a Customer Journey Lead at American Electric Power, where she has worked since 2018. Previously, she held various leadership roles at JPMorgan Chase & Co., focusing on customer experience and process improvement over a span of 15 years.
Current Role at American Electric Power
Heather Mann serves as the Customer Journey Lead at American Electric Power, a position she has held since 2018. In this role, she focuses on enhancing customer experiences and streamlining processes to improve operational efficiency. Her leadership in change management initiatives contributes to the company's commitment to customer satisfaction and service excellence.
Previous Experience at JPMorgan Chase & Co.
Heather Mann has extensive experience at JPMorgan Chase & Co., where she worked in various roles over a span of 15 years. She held positions including Vice President of Customer Experience, Vice President of Process Solutions & Change Management, and Vice President of Customer Feedback & Solutions. Her tenure included a focus on quality monitoring, operations analysis, and process improvement, which significantly impacted customer experience.
Education and Professional Qualifications
Heather Mann earned a Bachelor’s Degree in History and Russian from Allegheny College. She holds a Six Sigma Master Black Belt, indicating her expertise in process improvement and quality management. This qualification supports her ability to lead initiatives that enhance operational efficiency and customer satisfaction.
Leadership and Community Involvement
Heather Mann is actively involved in community and economic development initiatives. She is a board member of the West Virginia Economic Development Council and the Polymer Alliance Zone. Additionally, she has served as a manager for business retention and expansion in the West Virginia Department of Commerce, overseeing a 12-county region. Her efforts have secured over $1 million in grants for business recruitment.
Professional Affiliations
Heather Mann is a member of the Southern Economic Development Council (SEDC) and an alumnus of Leadership West Virginia. Her involvement in these organizations reflects her commitment to economic development and her dedication to fostering business growth in her community.