M.S., Service Leadership & Innovation @
Rochester Institute of Technology
Dr. John Timmerman Gallup’s Chief Scientist of Customer Experience and Innovation, is a renowned expert in creating outstanding customer experiences by building and integrating business cultures, systems, and technologies. Prior to joining Gallup, he served as the vice president of operations and quality for The Ritz-Carlton Hotel Company and most recently served as the global vice president
Dr. John Timmerman Gallup’s Chief Scientist of Customer Experience and Innovation, is a renowned expert in creating outstanding customer experiences by building and integrating business cultures, systems, and technologies. Prior to joining Gallup, he served as the vice president of operations and quality for The Ritz-Carlton Hotel Company and most recently served as the global vice president of guest experience and rooms operations for Marriott’s portfolio of 18 brands and more than 3,700 hotels worldwide.
A recognized thought leader in the science of service, John has presented hundreds of lectures and consultations on designing customer-centric organizations across a globaly diverse range of industries and enjoys developing new leaders by serving as a adjunct professor at the University of Delaware. John is the former Chairman of the American Society for Quality, which serves more than 70,000 quality professionals in 140 countries, and he is a a former senior examiner and current Judge for the Malcolm Baldrige National Quality Award.
John received his bachelor’s degree in hotel, restaurant, and institutional management with honors from the University of Delaware and his master’s degree in service leadership and innovation from the Rochester Institute of Technology. He completed his doctorate degree in hospitality management at Iowa State University. Prior to starting his career in the hospitality industry, John served in the U.S. Marine Corps as a 2nd Force Reconnaissance Marine.
• Certified Hotel Administrator (American Hotel & Lodging Association)
• Certified Quality Engineer (ASQ - American Society for Quality)
• Certified Mgr. of Quality/Organizational Excellence (ASQ)
• Certified Quality Auditor (ASQ)
• Senior Examiner for the Malcolm Baldrige National Quality Award (2005 – 2008)
Chief Scientist, Customer Experience and Innovation @ From May 2015 to Present (8 months) Senior Strategist, Customer Experience and Innovation @ From March 2013 to May 2015 (2 years 3 months) Former Chairman of the Board @ From 2014 to 2015 (1 year) Vice President, Global Guest Experience & Rooms Operations @ From 2010 to February 2013 (3 years) Vice President, Operations @ From 2008 to 2010 (2 years) Vice President of Quality & Program Management @ From 2004 to 2008 (4 years) Vice President, Labor Management @ From 2002 to 2004 (2 years) Director of Rooms Operations (Golf Resort) & Director of Quality/Recreation (Beach Resort) @ From 1999 to 2002 (3 years) Quality Advisor @ From 1995 to 1999 (4 years) The Ritz-Carlton Hotel Washington DC & Tysons Corner @ From 1990 to 1995 (5 years) Director, Guest Services and Security @ From 1989 to 1990 (1 year) 2nd Force Reconnaissance Company, The Pentagon, and 8th & I Marine Barracks @ From 1985 to 1989 (4 years)
Ph.D., Hospitality Management @ Iowa State University From 2011 to 2013 M.S., Service Leadership & Innovation @ Rochester Institute of TechnologyB.S. (Cum Laude), Hotel & Restaurant Management @ University of Delaware John Timmerman, Ph.D. is skilled in: Resorts, Hotel Management, Hospitality Management, Hospitality, Hotels
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