Christopher primarily serves clients in the banking and financial-services sectors. He advises them on all stages of digital transformation, including technology architecture, implementation of agile at scale, operations and customer-journey reimagination, customer-experience improvement, enhanced digital sales and marketing processes, and organization and cultural transformation.
He recently assisted a major global bank with implementing a global automation and digitization program focused on mid- and back-office processes, and established a strategic road map for operational, technology, and treasury services for a global finance client.
He has developed technology and digital strategies with a dual focus on enhanced revenue growth and better customer relationships for several top ten North American banks. This included the redesign of mortgage, auto-loan, and customer-service operations, as well as a back-office redesign and digitization program across eight core banking processes.
This work has led to hundreds of millions of dollars of bottom-line impact being identified and captured. It has engendered material improvement in consumer and corporate customer experience, including a 30 to 80 percent reduction in wait time and a 40 to 80 percent reduction in administrative touchpoints and data gathering. It has also led to meaningful improvement in risk, quality, and control; one bank, for example, improved compliance and regulatory adherence from approximately 80 to 100 percent.
Christopher is an active musician and a busy father of three little girls. He enjoys exposing them to the impact of technology and is teaching them to code—and learning from them in the process as well!
“How organizations can digitize end-to-end processes and services in a way that’s accelerated and enterprise-wide,” PegaWORLD 2015: Accelerating Digital Transformation
“How to start building your next-generation operating model,” McKinsey & Company, March 2017
“Speed and scale: Unlocking digital value in customer journeys,” McKinsey & Company, November 2015
Marsh & McLennan
Director of client service
Kellogg Graduate School of Management
MBA, strategic management and information technology
BA, economics and psychology