About jtXcellence
Navigating operational complexity requires more than high-level advice—it demands real-world experience and execution. With over 30 years of leadership in contact center operations, workforce management, and service delivery, I partner with C-suite executives to evaluate existing operating models, eliminate performance gaps, and turn customer care into a measurable driver of financial and operational performance.
I listen closely, think strategically, and act with purpose—turning operational complexity into clarity and measurable impact.
I don’t believe in one-size-fits-all playbooks; instead, I take the time to understand your unique operating environment and craft tailored strategies that drive sustainable performance.
Meet JT
Founder & Principal Consultant, jtXcellence
Jutta “JT” Schneider is a business and management consultant with 30+ years of operational experience across Contact Center, Service Desk, and IT technical support environments, and 20+ years leading transformation across customer care, service delivery, and organizational development.
As founder of jtXcellence, JT helps leaders solve complex operational challenges, streamline processes, and drive sustainable growth. She guides organizations end-to-end—from crafting RFPs and selecting the right service providers or IT systems to implementing solutions that align people, processes, and technology for lasting results.
Known for combining strategic insight with hands-on operational expertise, JT partners with clients to deliver clarity, structure, and measurable outcomes at every stage of transformation.
Before launching jtXcellence, JT held leadership roles at global organizations and served most recently as Managing Director at UMRF Ventures, supporting strategic partnerships and internal transformation efforts.
Originally from Germany, JT holds a Master’s degree in Information Science from Saarland University. Her career spans Europe and the U.S., with clients ranging from international banks to global telecommunications firms. She relocated to Memphis with her family in 2016, bringing her passion for people, process, and purpose to every project.
When she’s not consulting, JT enjoys spending time with her family, exploring new places, and working with her hands—whether she’s cooking classic German dishes or baking fresh bread from scratch.
Transformative Solutions for Service Operations
End-to-end expertise designed to optimize performance, elevate customer experience, and deliver measurable business value.
Executive Advisory & Strategic Transformation
Aligning operational vision, AI readiness, and leadership strategy with long-term business objectives.
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Targeted Operating Model Redesign: Transitioning service delivery models from cost centers into strategic business assets.
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Current-State Assessments & Strategy Roadmaps: Identifying operational bottlenecks, performance gaps, and actionable paths to future-state success.
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AI Strategy & Use-Case Evaluation: Assessing operational maturity to identify practical, high-value AI, generative AI, and self-service opportunities.
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Organizational Change Management: Driving stakeholder alignment, leadership engagement, and cultural adoption across transformation initiatives.
Operational Excellence & Performance Optimization
Enhancing day-to-day execution across contact centers, service desks, and technical support teams.
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Process Engineering & Workflow Automation: Streamlining workflows, agent-assist tools, and post-contact work to improve FCR and reduce handle times.
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Workforce Management (WFM) & Capacity Planning: Optimizing forecasting, scheduling, and staffing models for peak efficiency and reduced agent burnout.
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Quality Assurance & Conversation Intelligence: Implementing automated QA and structured performance management frameworks to elevate customer satisfaction (CSAT/NPS).
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Root-Cause Problem Solving: Identifying underlying drivers of service friction and implementing sustainable fixes.
Transformation Program & Project Governance
Directing complex, cross-functional initiatives to ensure on-time, on-budget, and low-risk delivery.
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Program & Portfolio Leadership: Overseeing complex, multisite, and international service delivery and IT initiatives from initiation to closure.
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Vendor Selection & RFP Management: Leading vendor evaluation, statement of work (SOW) drafting, contract negotiations, and partner onboarding.
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Outsourced Service (BPO) Governance: Managing vendor accountability, operational handoffs, SLAs, and performance governance across external providers.
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Service Transition & Migration Planning: Ensuring seamless go-lives for new operating models, platforms, and outsourced operations with minimal operational risk.
Technology Enablement & Financial Analytics
Connecting modern tech stacks and P&L discipline to drive measurable financial performance.
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CCaaS & AI Technology Advisory: Evaluating and integrating CCaaS platforms, virtual agents, intelligent routing, and service desk tools.
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Cost Optimization & P&L Alignment: Balancing service quality, workforce effectiveness, and bottom-line profitability with clear ROI on tech investments.
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Executive Dashboards & KPI Architecture: Designing real-time reporting and speech/operational analytics to give leadership full operational visibility.
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Value Demonstration: Establishing continuous monitoring frameworks to track financial impact and operational health over time.
My Approach
1
Discovery & Strategic Alignment
Start with connection, clarity and assessment.
Every engagement begins with a targeted strategic conversation. I conduct a high-level review of your contact center or service desk environment—evaluating people, processes, technology, and performance data. Together, we explore your current operational challenges, long-term business objectives, and key priorities to ensure there is mutual alignment before diving into deeper strategy or execution.
2
Strategy & Roadmap Development
Translate complexity into actionable execution.
Once operational priorities are clear, I develop a practical, data-driven transformation strategy. This phase moves beyond generic consulting templates to deliver tailored operating model designs, vendor/IT evaluation frameworks, and actionable roadmaps. Together, we define key performance metrics (KPIs/SLAs), align leadership stakeholders, and establish the governance needed for long-term success.
3
Program Execution & Optimization
Turn strategy into measurable business results.
A strategy is only as valuable as its execution. Based on your strategic roadmap, I provide expert program management, change management, and operational leadership to guide implementation. Whether optimizing existing multisite operations, integrating new AI tools, or overseeing outsourced vendor transitions, I ensure your transformation delivers on time, on budget, and with measurable ROI.
Pierre T. Landaiche III
CEO, UMRF Ventures, Inc.
"I had the pleasure of working with JT for almost 5 years at UMRF Ventures. Among her many qualities, her professionalism, communication skills, strategic thinking, and experience managing high performers stand out."
Mary Jo Greil, EdD
President, The Carson Greil Group, LLC
"JT gives 100 per cent to her work. She readily shares needed information and inspires others into effective action. I highly respect her and value her judgment."
Matias M. Musmacher
Managing Partner, O'Donovan Consulting AG
"I have worked with Jutta on several challenging consulting projects in the areas of customer service, transformation management and operational excellence: Her motivation to make things happen coupled with her professional expertise has helped to make the projects successful for our clients.
Should she ever be interested in working in Europe again, I would be delighted to work with her."
Ingo Scheidweiler
Managing Partner, O'Donovan Consulting AG
"I had the pleasure of working with Jutta on a high-impact project for a major telecommunications company. She led the analysis of all outsourcing contracts, streamlined the partner landscape, and redesigned the agreements in a way that was not only innovative but truly partnership-oriented. Her work directly contributed to significantly elevating the customer service experience. Jutta was also a valued part of our team culture, where she brought great energy and a wonderful sense of humor."
Florian Senda
Managing Director, ojuto consulting GmbH
"I worked with Jutta in an important project when I was responsible for contact centre outsourcing.
Jutta provided excellent support in setting up new agreements with the BPO vendors. Her project management skills ensured that we were always able to solving open issues and to follow-up with all stakeholders. She acted very professional and was clear in all communication. At the end we were faster than projected."
Lijing Xu, Ph.D.
CISSP, Manager Cybersecurity, FedEx
"JT is a direct and effective leader who prioritizes her customers' needs. She is highly responsive, organized, and dependable, and she is a great partner and collaborator."
Diana Schroeter
Customer Service Designer /
former Head of Customer Service, N26 Group
"I enjoyed working with Jutta a lot. She is a true expert in her field. She takes time to analyze the status quo and context, ensures there's a clear target and how to achieve it in the most pragmatic way. Jutta is a doer. She builds trust not only through her expertise but also with her sympathetic, empathetic, clear, direct and approachable way of communication. Would work with her again and again and again."
CONTACT ME
jt@jtXcellence.com