About John
John leads the Customer Experience (CE) group. He serves Fortune 500 clients in strategy and operations issues across business and consumer industries, including retail banking, communications, and travel.
Working with clients extensively in service operations—John has also developed unique insights into Service Design Innovation (SDI).
John's recent experience includes: a customer experience transformation of the retail operations of a major US wireless operator, (including in-store retail experience to drive both sales and service performance); a customer experience transformation for a major US retail bank (including overhaul of all dimensions of CE metrics and reporting, and in-branch customer new account opening process); and s complete post-sales strategy and transformation of the service model for a major on-line travel company.
Published work
“The human factor in service design,” McKinsey Quarterly, January 2012
Experience
Education
| University of Washington, Graduate School of Business Administration |
MBA |
| University of California, Berkeley |
MSc in nuclear engineering |
| United States Naval Academy |
BS in mechanical engineering (distinction) |