J.D. Power Financial Services

Keith Webster is President of Global Business Intelligence (GBI) at J.D. Power. He is responsible for setting the strategic direction and managing the growth and profitability of the division. GBI serves high growth verticals, including banking, wealth, insurance, utilities, technology,  telecommunications, healthcare and travel.

Prior to joining J.D. Power in 2015, Mr. Webster was president and CEO of Sector Group, Inc., a management consulting firm serving the software and information industry. Previously, Mr. Webster held a variety of positions in the financial software and information industry, including managing director at Interactive Data Corp., managing director at Dun & Bradstreet; managing director at Thomson Financial; vice president of strategy and business development at ADP Financial Information Services Corp., and director of product management at Data Broadcasting Corp.

Mr. Webster earned a bachelor’s degree in physics from The University of Chicago. He is alumnus of The Harvard Business School where he completed the Advanced Management Program.

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.

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.

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.

Director, Banking and Payments Intelligence

https://www.linkedin.com/in/john-cabell-450aa4/

Joe Wheeler relies on his 20+ years of financial services senior management experience when helping banks. His expertise is in leading cross-functional teams and executing growth and satisfaction strategies. He has been recognized for a strong ability to identify opportunities, workable strategies and successfully delivering results.

Professional Background

JD Power & Associates – Senior Director – Regional & Mid-Size Banks
Responsible for running the Regional & Mid-Size Bank practices and advocating JD Power (JDP) products and services across the entire range of benchmarking, performance improvement, and performance measurement and management solutions to the retail banking industry.

ING Direct/ReliaStar Bank - Corporate Executive Vice President
Responsible for building a national retail presence for then ReliaStar Bank (later ING Direct). Bank footings grew 462% in under 18 months as a result of these efforts.

Citigroup - Executive Vice President – Retail Group Sales
Responsible for marketing, sales and operations of Citigroup’s Financial Centers for the Central Region. This role included completing in-depth evaluations of branch locations and competitive influences, developing staffing, compensation and distribution recommendations for the retail bank on a national level.

Citibank - Senior Vice President – Retail Acquisition Team (RATeam)
Managed team dedicated to outside customer acquisition efforts of retail, commercial, Private Bank, mortgage and investment customers. Program included targeted ethnic marketing strategies and professional focus strategies (Physicians, Dentists, Attorneys, etc.). • Awarded Citibank’s prestigious “Service Excellence Award” for results