David helps companies in highly competitive industries create best-in-class customer experiences. He has worked extensively with companies in the travel and logistics sectors—particularly in travel and hospitality—to improve customer-facing operations, thus helping these players develop a competitive advantage.
Drawing on expertise in marketing and sales and in service-operations disciplines, David has helped clients design customer-journey maps across multiple channels to target improvement drivers, such as better customer retention, increased revenues, and higher levels of satisfaction. He has extensive experience using data-driven insights to improve operations and customer-experience design, particularly for companies in periods of significant transition, such as mergers, when the risks of customer dissatisfaction, revenue erosion, and employee confusion are highest.
David has also designed and implemented growth strategies that have helped clients expand their global networks, reduce costs, and improve pricing and margin management.
His recent work includes:
- serving as the lead integration adviser for two industry-transforming mergers in global travel and hospitality. David guided efforts focused, most notably, on the seamless integration of all customer-facing changes, ensuring the accelerated capture of value while minimizing disruption to customers during the change events. His work included a combination of loyalty programs, reservation and other IT systems, and omnichannel management of customer-service interactions, from call centers to digital platforms
- redesigning the onboarding experience for customers of an industry-leading cable and satellite-television service provider; the effort raised intake rates by more than 20 percent while simultaneously increasing customer-satisfaction levels
A former attorney, David was a federal prosecutor for more than five years, serving as both a judge advocate in the US Navy and as a special assistant US attorney. He is a member of the bar in California, Massachusetts, and Washington, DC.
David leads McKinsey’s Atlanta office. He is a member of the board of directors for the Peach Bowl, a 501(c)(3) charitable organization that focuses on the betterment of youth through sports.
United States Navy
Attorney and judge advocate
Senior vice president and general manager
Columbia Business School, Columbia University
MBA, finance and strategy
College of Law, Arizona State University
The College of the Holy Cross