Paulette Henry, Ph.D.

Dr. Henry is an experienced business strategy, customer experience and market research and communications professional with a record of identifying, developing and introducing programs
to improve customer service/experience, product offerings, process efficiency, and profitability in Jamaica and abroad, in the private and public
sectors in the areas of financial services, education,
and consulting. She has worked with two
world - recognized universities and at the senior management level with the
two largest financial institutions in Jamaica.


As Chief Market Research and Planning Officer, Dr. Henry led the corporate planning and marketing research functions at National Commercial Bank Jamaica Limited: coordinated the corporate planning process and produced a 5-year
(2005-2010) NCB Group Strategic Plan that received excellent reviews from the NCB Board and the Bank of Jamaica; competitor and customer analyses & customer satisfaction measurement that guided strategic and tactical planning (product development, program evaluation, and corporate campaigns) for different business lines. She introduced Voice of the Customer and Voice of the Employee programs that benchmarked internal and external service quality.

She worked on many change programs, chaired many committees and facilitated meetings and retreats such as the Strategic Planning Committee, Customer Delivery Program Committee, Customer Service Monitoring Committee, Retail Banking Division’s Annual Retreat, and the Institute for Leadership Development Leaders’ Teach Program. As a Member of the NCB Foundation Board, she developed the framework and operating guidelines for the newly reorganized Foundation and was also a member of the project evaluation committee.

As a member of the Executive Team, Dr. Henry participated in the assessment, development, and implementation of policies and programs designed to strategically maintain Scotiabank Jamaica’s leadership position in the Financial Services Sector. In her role as General Manager, ScotiaService Department, she executed customer experience management and employee engagement programs and projects. An IT –supported service recovery/complaints management system, a rewards and recognition program, an employee feedback program and the introduction of the measurement of internal service represent some important achievements.

She collaborated with the Canadian parent company in effecting periodic Customer Satisfaction Measurement surveys - was nominated Best Team Player
in the group. She also developed and facilitated training programs to improve service quality, such as Communicating Effectively in the World of Work and Complaint Management. Dr. Henry was selected to develop, manage and facilitate several corporate retreats [described as the most successful by the MD], and also chaired a sub-committee of a G-16 Change Management Initiative.

Dr. Henry’s experiences in the field of education included Assistant Professor
in the School of Business, Howard University, Washington, DC where she engaged
in teaching at the graduate and undergraduate levels, research and community service. In Jamaica, she provided leadership to the Executive Education Program,
Mona Institute [School] of Business, University of the West Indies in the development, management, marketing and implementation of executive programs targeted to private and public organizations. She also coordinated and taught
the communications component of the Executive MBA and other executive programs.

As a Promotions Officer with a former NGO she developed, implemented and coordinated savings education programs nationwide. She has also worked as an Independent Consultant, facilitator and presenter in areas such as customer service, strategic planning, interpersonal communications, business communications and change management.

Paulette holds a Ph.D. and M.A. in Mass Communications from Howard University, Washington DC, as well as a B.A. in Economics & Geography from the University of the West Indies, Kingston Jamaica. She has further accreditations as a Master Teacher from the Georgia State University and a Certificate of Participation in
a Branding and Corporate Reputation course.

Paulette’ Professional Affiliations include Deputy Chair of the Board of the Jamaica Customer Service Association, membership in the Association for the Advancement of Policy, Research and Development in the Third World, the International Communication Association and the Association for Business Communication. She was presented with an award for Commendable Service in the Field of Education from the St. Hilda's Alumnae Association, New York Chapter, May 1993.