About Us: Our People: Managing Associates:

Karen Hilton, Managing Associate

Karen Hilton joined ScottMadden in 1995. She has expertise in shared services and energy, particularly shared services design/implementation, customer satisfaction programs, process improvement, organizational design/restructuring, and cost reduction analysis. In addition to consulting, Ms. Hilton manages ScottMadden's survey business and was a senior research associate prior to that. Ms. Hilton earned an M.B.A. at the Kenan-Flagler Business School at the University of North Carolina at Chapel Hill, and a B.S. with a minor in Spanish from the Wayne Calloway Undergraduate School of Business at Wake Forest.

Recent Assignments

• Conducted a baseline customer satisfaction survey prior to the launch of a multi-function shared services organization in the federal government. Designed and administered the survey, then analyzed survey results to determine current satisfaction levels that could be used to benchmark future performance
• Performed an audit of call center operations for a large health care organization. Reviewed products and services, staffing, technology, performance management, and infrastructure elements, then developed recommendations for improving operations
• Conducted repeat internal customer satisfaction and employee engagement surveys for a multi-function shared services organization spanning nine functional areas. The surveys measured gaps between customer and employee perceptions of service delivery. The analysis included comparisons to past survey results as part of an ongoing measurement program
• Assessed the design of a multi-function shared services organization for a large government agency. Used leading practices to develop recommendations for closing gaps and developed a detailed implementation plan. Provided project management and content expertise during implementation
• Conducted a shared services assessment for the finance and accounting organization of a large building products manufacturer. Developed a staffing model and business case for transitioning to a shared services organization
• Managed a strategic assessment for an energy delivery organization that included a current-state analysis, organizational benchmarking, design criteria and organizational options, cost reduction opportunities, and a business case
• Conducted a customer satisfaction survey following the launch of an HR shared services organization to assess performance compared to the baseline survey. Helped the client utilize survey findings to identify improvement opportunities and support marketing efforts
• Assessed the human resources delivery model for a midwestern utility and developed a business case for implementing a shared services model. Managed the design and implementation of an employee service center
• Consulted on design for implementing an employee service center serving the American population of a multi-national high- tech company. The implementation plan served as model for additional global service centers