Jennifer Townsend Walley

By anticipating and navigating change, we earn the trust of our customers and key stakeholders. We nurture these relationships by being credible, transparent and accountable.

Jennifer is executive vice president of Customer Success & Corporate Strategy at BCD, responsible for advancing enterprise strategy and ensuring customer-centricity is embedded across the organization. As head of the Customer Success team, she leads efforts to strengthen executive-to-executive relationships with clients, leverage voice-of-the-customer insights as key drivers of the strategic investment planning process, and connect teams across the business to deliver faster, more impactful solutions. Jennifer also provides executive leadership for Advito, Stay and BCD’s Sustainability practice, supporting innovation, growth, and future-focused strategies that help clients navigate an increasingly complex global travel landscape.

With a foundation in consulting and deep experience partnering with large multinational travel programs, Jennifer is known for translating strategy into action—bringing rigor, clarity, and momentum to BCD’s most critical initiatives and relationships.

She joined BCD in 1996, and has held roles focused on process redesign, customer satisfaction, marketing and account management evolution. She led two of BCD’s largest agency integrations between 1998 and 2007. In managing strategic projects for the Global Executive Team, she set BCD’s vision for talent management strategy, led change efforts and outlined the strategic direction framework.

Prior to joining BCD, Jennifer was a consultant with Accenture working with financial system implementations and organizational design projects for Fortune 100 companies.