Jenny serves leading healthcare institutions on strategic healthcare issues, with a focus on growth, consumer-driven impact (e.g., customer experience, acquisition, retention, AI, digital), and performance transformation. She has over 20 years of experience leading major performance and consumer transformations for public and private healthcare organizations, resulting in improved financial performance, customer outcomes, and growth.
Jenny is a recognized thought leader and author on the topics of healthcare consumerism and AI and generative AI enablement within the healthcare industry, having designed and led McKinsey’s consumer health insights research since 2006 and leading consumer-driven AI solutions development. These insights and approaches enable healthcare organizations to better engage customers to improve business performance. She has published several McKinsey articles addressing the challenges and opportunities of engaging consumers in the healthcare sector to deliver business performance and improved consumer experience.
Jenny holds an MBA from Carnegie Mellon University. She received her bachelor’s degree in aerospace engineering and mechanics and was a practicing engineer before joining McKinsey.
Published work
“Harnessing AI to reshape consumer experiences in healthcare,” McKinsey & Company, November 2024
“Consumers rule: Driving healthcare growth with a consumer-led strategy,” McKinsey & Company, April 2024
“What Black and Latino consumers want healthcare stakeholders to know,” McKinsey & Company, May 2022
“Patients love telehealth—physicians are not so sure,” McKinsey & Company, February 2022
“Addressing the unprecedented behavioral-health challenges facing Generation Z,” McKinsey & Company, January 2022
“Income alone may be insufficient: How employers can help advance health equity in the workplace,” McKinsey & Company, December 2021
“Who’s left? Engaging the remaining hesitant consumers on COVID-19 vaccine adoption,” McKinsey & Company, September 2021
“The role of personalization in the care journey: An example of patient engagement to reduce readmissions,” McKinsey & Company, August 2021
“Overcoming stigma: Three strategies toward better mental health in the workplace,” McKinsey Quarterly, July 2021
“Returning to work: Keys to a psychologically safer workplace,” McKinsey & Company, July 2021
“How COVID-19 has changed the way US consumers think about healthcare,” McKinsey & Company, June 2021
“National surveys reveal disconnect between employees and employers around mental health need,” McKinsey & Company, April 2021
“COVID-19 vaccine: Are US consumers ready?,” McKinsey & Company, December 2020
“Helping US healthcare stakeholders understand the human side of the COVID-19 crisis: McKinsey Consumer Healthcare Insights,” McKinsey & Company, September 2020
“Consumer decision making in healthcare: The role of information transparency,” McKinsey & Company, July 2020
“Physicians examine options in a post-COVID-19 era,” McKinsey & Company, June 2020
“Understanding the impact of unmet social needs on consumer health and healthcare,” McKinsey & Company, February 2020
“Insights on mental health from a 2019 McKinsey Consumer survey,” McKinsey & Company, February 2020
“Next-generation member engagement during the care journey,” McKinsey & Company, July 2019
“Insights from the McKinsey 2019 Consumer Social Determinants of Health Survey,” McKinsey & Company, April 2019
“Healthcare consumerism today: Accelerating the consumer experience,” McKinsey & Company, April 2019
“2017 Individual exchange market consumer research findings,” McKinsey & Company, July 2018
“Healthcare consumerism 2018: An update on the journey,” McKinsey & Company, July 2018
“Spinning customer insights into business gold,” McKinsey & Company, January 2018
Past experience
Pratt & Whitney
Senior engineer
Education
Carnegie Mellon University
MBA
University of Minnesota,Twin Cities
BS, aerospace engineering
