Jennifer Ferrão

Jennifer Ferrao is a Partner with Customer Strategy International. She has extensive experience in all aspects of Human Resource Management, and proven expertise in change management in support of changes to business strategy and corporate restructuring.

Jennifer specializes in leadership development both with groups and individuals, with specific expertise in helping leaders at all levels develop the skills they need to build a culture of communication and feedback within their organization.

As an expert in organizational development and human resources, Jennifer consults with organizations in the assessment and implementation of organizational change, and the assessment, development of structures and programs in line with strategy.

Her consulting assignments have focused on helping organizations link the behavior of employees with the desired business strategies to ensure optimal alignment. Some specific interventions include: culture assessment and change, leadership development, and the design and development of systems for role description and evaluation as well as for performance management.

Jennifer has focused on consulting to clients in the Financial Services industry, but has also worked in the retail, IT, manufacturing and non-profit sectors.  She has worked in South Africa, the USA, the UK, Switzerland and France.

Immediately prior to joining Customer Strategy International, Jennifer Consulted out of Boston for The Hay Group, an international Human resources Consulting Firm.  Before that she was the HR Executive at Liberty Life, one of South Africa’s largest Insurance companies, with diverse interests and the reputation for a professional and dynamic management culture and innovative business approach.

Selected Project Experience

• Developed role descriptions for, and evaluated the senior staff of the African National Congress’s Mission to the United Nations in NYC.
• Designed and implemented a comprehensive performance management system, facilitating training for Executives through first line supervisors, and developing and delivering a train-the-trainer program to build internal delivery capacity for a Vermont Bank.
• Designed and delivered a program to prepare internal Human Resources Managers to coach their Executives on effective performance dialogue skills for an international Communications company
• Coached individual Executives on effective performance dialogue skills and on leadership effectiveness.
• Consulted to Executives, both individually and in groups, on behavioral competencies and organizational climate and the impact of these on leadership and team performance for an international services company.
• Designed and ran Assessment Centers for a Pharmaceutical company in France
• Designed and implemented training for an Insurance company in Switzerland
• Developed organizational structure, roles and competencies for a newly formed department in Her Majesty’s Inland Revenue Service in the UK.

 Education

Ms. Ferrao holds a B.Ed from the University Of Cape Town, South Africa, and a Diploma in Financial Management from the Institute of Life and Pensions Advisors (ILPA) in South Africa. She has also completed various programs of study in her field, including “HR Strategy in Transforming Organizations” with the London Business School