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Jessie Harn currently serves as the Senior Director and Head of Enterprise Customer Insights at Hilton, overseeing research, analytics, and change management teams to transform the customer insights ecosystem. Prior to this role, Jessie held positions at Freddie Mac, leading a team of CX professionals, and at WGL, where management of customer experience operations and the creation of new programs took place. Jessie spent over a decade at Capital One in various roles, including Vice President of Customer Insights, where a framework for customer advocacy was developed. Education includes a Bachelor's degree in Finance from Virginia Tech.