Courtney Jackson

Partner ScottMadden, Inc.

Courtney Jackson has nearly 25 years of consulting experience, focusing the last 16 years in corporate and shared services. Areas of expertise include HR and financial management; operating model strategy, design, and implementation; HCM technology evaluation and implementation and project and change management; operations improvement; and process redesign, organizational design, and governance. Courtney has experience in healthcare, higher education, energy, aerospace and defense, entertainment, and retail, primarily within the HR and finance and accounting disciplines. Prior to joining ScottMadden, Courtney worked at PricewaterhouseCoopers, consulting on corporate dispute litigations within the United States, Switzerland, and Australia. Courtney received an M.B.A. at the University of North Carolina Kenan-Flagler Business School and a B.S. in commerce, with a minor in French, from the University of Virginia.

Workshop Day: June 8, 2021

1:35 PM Workshop B - Practical Solutions to Real Shared Services Dilemmas: Getting from Good to Great

ScottMadden’s research shows that top-performing HR shared services organizations’ staffing levels are approximately two to five times more efficient while operating costs are 20%-40% lower than peer organizations. Whether you are in the early stages of operations or have an established service delivery model primed for growth, there are key levers you can adjust for immediate and long-term improvements. During this workshop, we will introduce a proven framework to help you determine if your operations are aligned with leading practices, and if not, how to get there. We will provide insights into real-life organizational transformations, including challenges faced and practical, achievable solutions to help you better navigate your journey. Join us to help you realize your shared services goals and share learnings from these client studies:

• Global financial services institution leverages benchmarking to identify deficiencies and accelerate performance

• Entertainment company embraces service management technologies to advance overall customer experience and launches skill and competency study to identify knowledge gaps, improve clarity of roles and responsibilities, and identify training opportunities

• Healthcare organization refines integration of processes and service management technologies while embarking on robust change management journey

• Professional services organization evaluates insourcing vs. outsourcing benefits to improve overall service delivery

Main Conference Day One: June 9, 2021

11:15 AM How HR Teams Are Using Analytics to Solve Business Challenges

People analytics continues to be a growth area for most HR organizations. However, analytics capabilities and resources vary across every organization. In this session, we will spend our time in three main areas:

• Sharing tips and considerations on how to leverage people analytics—regardless of where you are on your shared services journey

• Walking through how an HR organization tackled a long-standing culture and inclusion challenge using analytics

• Discussing how an HR shared services organization began using analytics and the key issues they tackled out of the gate

Check out the incredible speaker line-up to see who will be joining Courtney.

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