Greenwich Associates

Steven Busby

Chief Executive Officer

Steve Busby is the CEO and Senior Managing Director and leads the Firm's continued growth and expansion as the premier decision services firm serving the financial services industry. He has been with Greenwich Associates since 1991 and was previously head of marketing and business development, the custom research and consulting practice and a senior consultant in the Firm’s banking practice in the United States and Europe. Steve received his BA in English Literature from Colgate University and his MBA from the Kellogg School at Northwestern University.

Jacqueline Vose

Senior Vice President, Customer Experience

Jackie is responsible for developing the strategic direction for the Firm’s Customer Experience Management sector through product development, customer engagement and internal operations. Formerly, Jackie was the former Head of U.S. Customer Experience at TD Bank where she led the 25,000 US employees to reach record-high loyalty metrics in both frontline and support teams. Jackie also managed the problem resolution division and oversaw corporate culture.  Prior to TD Bank, Jackie oversaw the retail operations for a top 50 bank including 200 branches, multiple contact centers, mobile and online banking.  There she facilitated 11 mergers and acquisitions, developing an understanding of the critical focus an organization needs on change management.

Larry Baily

Principal, Customer Experience

Larry consults with the Firm’s Commercial Banking group.  Before joining Greenwich Associates, Larry was a managing director at Chapman Associates, a middle market M&A advisor and intermediary. There he was responsible for New York metro operations and represented companies in the business services, information technology and transportation sectors. Previously, Larry was an executive vice president at TNS, where he founded the North American Financial Services sector. Larry received his MBA in marketing from the Bernard Baruch College.

Ronald Balmer

Managing Director, Customer Experience

Ron joined the Firm in 2006 and is a recognized expert in the fields of Customer and Employee Loyalty. Ron has led customer and employee loyalty initiatives at dozens of organizations, including Federal Express, The Ritz Carlton Hotel Company, Mars, Wachovia, Bank of America, Eastman, and MCI/Verizon. Prior to joining the Firm, Ron was a Managing Partner at The Gallup Organization.