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Jess Huang

Partner, Silicon Valley
Helps consumer-facing companies grow and thrive in an ever-evolving and demanding consumer landscape through expertise in customer analytics, e-commerce and omnichannel strategies, and customer loyalty

About Jess

Since joining McKinsey, Jess has developed a deep understanding of the opportunities and challenges confronting consumer-facing companies. She partners with executives in the retail, consumer-technology, and travel sectors to boost company growth and drive commercial effectiveness, particularly by tapping the value that can come from customer analytics, fostering loyalty, and investing in digital marketing. Given the pace of evolution in the retail landscape, including the rise of e-commerce and omnichannel, she brings deep expertise in online marketplaces to help executives refresh their business strategies and build the capabilities to deliver stronger, sustainable performance.

Jess coleads the firm’s loyalty work within the North American Marketing & Sales Practice.

Examples of her recent client work include the following:

  • defining a major multicategory retailer’s growth strategy, focusing on emerging retail-market dynamics affecting various categories and channels, including e-commerce
  • leading an advanced-analytics transformation for a global apparel brand and retailer
  • designing a new loyalty strategy and program for a global travel and hospitality company
  • setting the loyalty strategy for a leading credit-card and payment company
  • crafting a growth strategy for a global apparel and footwear brand
  • shaping and implementing a top-team effectiveness and operating model for an e-commerce retailer
  • redesigning the go-to-market strategy for global apparel and footwear brands
  • building an operating model and growth strategy for a global quick-service restaurant chain

Interested in fostering the exchange of ideas, Jess is a driving force behind McKinsey’s personalization-at-scale workshop, which brings together leaders from B2C companies to discuss innovations in customer engagement, personalization, loyalty, and analytics. She also contributes to McKinsey’s research on women in the workplace, in partnership with LeanIn.org and the Wall Street Journal. She publishes frequently on dynamics and trends in the retail and consumer sectors.

Published work

Women in the Workplace 2019,” McKinsey & Company, October 2019

Winning in an era of unprecedented disruption: A perspective on US retail,” McKinsey & Company, January 2019

Amazon Prime Day: What the real lessons are,” McKinsey & Company, September 2018

Why customer experience is key for loyalty programs,” MIT Sloane Management Review, July 2018

Where stores can still compete—and win,” McKinsey & Company, November 2017

Education

Harvard University
MBA

University of Virginia
BA, biology and philosophy