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Sign InWells Fargo
Executive Director
Customer Experience Strategy & Transformation Leader | Ex-McKinsey
Customer experience strategist and transformation leader with 20+ years driving measurable CX improvements across Financial Services, Healthcare, Technology, and Insurance. Former McKinsey Engagement Manager with deep expertise in designing and scaling AI-powered customer engagement models, voice-of-customer (VoC) programs, and service operations transformations that elevate customer satisfaction, retention, and lifetime value.
At Wells Fargo, led strategic CX initiatives in Consumer & Small Business Banking, including the "Intelligent Banker" GenAI assistant that improved customer query resolution by 15% and cross-sell identification by 10%. Established the Wells Fargo Collective, an AI-enabled VoC insights panel that validated digital product features through real-time customer feedback, directly improving adoption and experience.
At Gartner, designed and launched an AI-powered Next Best Action engine predicting client journey steps and recommending optimal engagement actions—boosting client engagement by 15% and strengthening Net Revenue Retention. Led Customer Journey Analytics from ideation to proof-of-concept, generating actionable insights that shaped engagement playbooks and improved customer satisfaction.
At Guidepoint, developed a Customer Lifetime Value (CLV)-driven service strategy and segmentation model that focused service operations and resource allocation on high-value clients, resulting in more proactive support and higher customer satisfaction. Built a scalable 24/5 global research and analytics service model through an offshore center in India, expanding delivery capacity while reducing costs by 25%.
At McKinsey, led enterprise-wide customer experience and service operations transformations spanning contact centers, digital channels, and field operations—helping C-suite clients improve CX, retention, and operational scalability across financial services and technology.
Passionate about leveraging AI, advanced analytics, and disciplined change management to deliver superior, measurable customer experiences.
