Jill Novosel

Jill Novosel


Jill Novosel is director of Client Delivery and Quality focusing on delivering high value services to West Monroe's clients. Jill has more than 13 years of experience in customer experience with organizations in the energy and utility, healthcare and professional services industries defining and implementing technology-enabled business solutions focused on improving their customer experience.

Jill is an accomplished consultant with a proven track record for leading and delivering complex customer experience solutions. She is a seasoned veteran in digital solutions, usability and system implementation, capable of leading large customer experience transformation initiatives. Her hands-on approach and ability to understand both business and technology needs enables her to provide significant value and return on investment to clients. Jill’s continued focus on the people aspect of her engagements allows her to deliver solutions using change management best practices to optimize client results. Her professional achievements include:

  • Currently leading a $12M Customer Experience Transformation engagement consisting of 21 separate initiatives to improve the overall experience for the customers and employees of a water utility.
  • Managed the customer, sales and marketing components of carve out for a global leader in advanced photopheresis company including their CRM, Call Center, Ecommerce site, portal, website and 28 other applications that were currently in use. Designed a new architecture to consolidate 20 of the 28 applications to create more streamlined and efficient processes. 
  • Led the implementation one of the first consumer products to use Microsoft Office SharePoint 2007 as a technology platform for a leading provider of document management tools to multi-family offices, family offices, and high-net-worth individuals.  
  • Gathered all requirements regarding the sale of a new consumer checking product for a large retail bank, as well as the conversion of existing products to the new product.

Jill joined West Monroe Partners from Hewitt Associates in 2005. As a business analyst and developer in their Defined Contributions solutions area, she incorporated Roth 410(k) plans into their existing platform based on requirements from the IRS and business users. She made changes to complicated taxation regulations and other areas to support the customer portal, personalized communication statements, graphical user interfaces and an interactive voice response system. Prior to that, Jill worked in the Engineering department of Oral-B designing and developing new toothbrushes and performing quality control in the manufacturing area.  

Jill earned a Bachelor of Science degree in Mechanical Engineering from the University of Iowa.