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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

Jess partners with executives in the retail, consumer technology, and travel sectors to boost company growth and drive commercial effectiveness. She works with clients on capturing value through customer analytics, fostering loyalty, and investing in digital marketing. She brings her experience and expertise in e-commerce and online marketplaces to help executives refresh their business strategies and build the capabilities to deliver stronger, sustainable performance.

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

Examples of Jess’ recent client work include the following:

  • developing and executing a long-term digital growth strategy for a department store, including using consumer insights and analytics to set strategic growth initiatives, reinventing the organizational operating model, and helping build their ecommerce capabilities across the organization
  • leading multiple efforts to set loyalty strategy and design loyalty programs for companies in apparel, travel and hospitality, and credit-card and payments by combining customer analytics, consumer insights, and design
  • leading multiple advanced analytics transformations, including for a movie studio and a global apparel brand and retailer, focusing on the key growth use cases for customer and product analytics
  • setting the growth strategy for multiple retailers across grocery, multi-category, apparel and footwear, focusing on emerging retail market dynamics affecting various categories and channels, especially e-commerce
  • shaping and implementing a top-team effectiveness and operating model for an e-commerce retailer

In addition to her client work, Jess is a research leader on market issues and a driving force behind McKinsey’s research on Women in the Workplace, the largest annual benchmark on women’s progress in Corporate America. She has also co-authored an industry report on women in media and entertainment and speaks frequently on gender issues. She publishes frequently on trends in the retail and consumer sectors, and has authored numerous articles on innovations on loyalty and customer engagement.

Jess serves on the leadership committee of How Women Lead. Before joining McKinsey, she earned an MBA from Harvard Business School and is an alumna of the University of Virginia.

Published work

Women in the Workplace 2020,” McKinsey & Company, September 2020

Customer loyalty: The new generation,” McKinsey & Company, August 2020

Moving past friend or foe: How to win with digital marketplaces,” McKinsey & Company, June 2020

Shattering the glass screen,” McKinsey & Company, February 2020

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