Specialist digital agency Friday has been appointed digital partner for Jackson Hewitt Tax Service to transform the company’s core services.
The London-based agency was appointed without a pitch and will help the company - the second largest in-person tax-preparation service in the US - define their target customer experience. Friday has been tasked with making the tax filing process easier, more personalised, faster and more rewarding for their customers, while sustaining a digital relationship between tax seasons.
Friday will also lead experience design and orchestrate the related technical development using Episerver for this customer-facing and staff-facing digital experience.
Based in Jersey City, NJ, Jackson Hewitt has nearly 6,000 locations nationwide, including approximately 3,000 kiosks in Walmart stores.
Euan Campbell, CMO at Jackson Hewitt said: “We are excited to work with Friday, who bring a unique collaborative approach to help us re-imagine our end-to-end customer experience, and deep digital service design and engineering skills to help us build and deliver it.”
Alex Wright, CEO of Friday added: “We’re really excited to be working with Jackson Hewitt as part of their new phase of growth. It’s a fantastic opportunity to bring digital into the core of their business to transform the customer experience and drive competitive advantage.”
Friday will work partly from Jersey City, co-located with the Jackson Hewitt team, and partly from Friday’s offices in London.
The agency was founded in 2009 and works with clients including HSBC, Aetna International, Nuffield Health, ERM, and the British Red Cross.